The principles and methods for improvement are the same for service as for manufacturing. The actual application differs, of course, from one product to another, and from one type of service to another.

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

When we cooperate, everybody wins.

You do not install knowledge.

Eighty-five percent of the reasons for failure are deficiencies in the systems and process rather than the employee. The role of management is to change the process rather than badgering individuals to do better.

A man who knows not his limitations is of no use to anyone.

Rational behavior requires theory. Reactive behavior requires only reflex action.