We know what we told him, but we don't know what he heard.

Learn the basics of analytics and people will love you. If you don't have time to learn, hire someone.

It is important that an aim never be defined in terms of activity or methods. It must always relate directly to how life is better for everyone. . . . The aim of the system must be clear to everyone in the system. The aim must include plans for the future. The aim is a value judgment.

Innovation comes from people who take joy in their work.

Survival is optional. No one has to change.

You can expect what you inspect.

Quality begins with the intent, which is fixed by management.