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

The most important figures for management of any organization are unknown and unknowable.

You do not install quality; you begin to work at it.

Survival is optional. No one has to change.

We should be guided by theory, not by numbers.

Manage the cause, not the result.

Without questions, there is no learning.