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 customer invents nothing. New products and new services come from the producer.

The system that people work in and the interaction with people may account for 90 or 95 percent of performance.

The only useful function of a statistician is to make predictions, and thus to provide a basis for action.

Management does not know what a system is.

It is not necessary to change. Survival is not mandatory.

You do not find knowledge in a dictionary, only information.