Does the customer invent new product or service? The customer generates nothing. No customer asked for electric lights. There was gas and gas mantles, which gave good light.

No one can measure the loss of business that may arise from a defective item that goes out to a customer.

For Quality: Stamp out fires, automate, computerize, M.B.O., install merit pay, rank people, best efforts, zero defects. WRONG!!!! Missing ingredient: profound knowledge.

3% of the problems have figures, 97% of the problems do not.

We are being ruined by the best efforts of people who are doing the wrong thing.

Hold everybody accountable? Ridiculous!

The most important things cannot be measured.