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.

We should be guided by theory, not by numbers.

Management's job is to know which systems are stable and which are not.

Management by results - like driving a car by looking in rear view mirror.

It would be a mistake to export western management to a friendly country.

Quality starts in the boardroom.

The result of long-term relationships is better and better quality, and lower and lower costs.