Part of America's industrial problems is the aim of its corporate managers. Most American executives think they are in the business to make money, rather than products or service. The Japanese corporate credo, on the other hand, is that a company should become the world's most efficient provider of whatever product and service it offers. Once it becomes the world leader and continues to offer good products, profits follow.

Each system is perfectly designed to give you exactly what you are getting today.

...the most important things we need to manage can't be measured.

Lack of knowledge - that is the problem.

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

Quality is made in the board room. A worker can deliver lower quality, but she cannot deliver quality better than the system allow.

You can not define being exactly on time.