It is wrong to suppose that if you can’t measure it, you can’t manage it – a costly myth

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.

Eliminate numerical quotas, including Management by Objectives.

Knowledge is the key.

Meeting specifications is not enough.

Quality is everyone's responsibility.

It is management's job to direct the efforts of all components toward the aim of the system. The first step is clarification: everyone in the organization must understand the aim of the system, and how to direct his efforts toward it. Everyone must understand the damage and loss to the whole organization from a team that seeks to become a selfish, independent, profit center.