When asked what single event was most helpful in developing the Theory of Relativity, Albert Einstein replied, "Figuring out how to think about the problem".

Understanding variation is the key to success in quality and business.

A system can not understand itself.

Experience by itself teaches nothing... Without theory, experience has no meaning. Without theory, one has no questions to ask. Hence, without theory, there is no learning.

Management by results is confusing special causes with common causes.

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

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