The individual has been crushed by our style of management today.

Improve quality, you automatically improve productivity.

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

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".

It is a mistake to assume that if everybody does his job, it will be all right. The whole system may be in trouble.

The main difference between service and manufacturing is the service department doesn't know that they have a product.

You have to manage a system. The system doesn't manage itself.