Survival is optional. No one has to change.
What makes a scientist great is the care that he takes in telling you what is wrong with his results, so that you will not misuse them.
People need to know what their jobs are.
Quality starts in the boardroom.
The main difference between service and manufacturing is the service department doesn't know that they have a product.
One cannot be successful on visible figures alone ... the most important figures that one needs for management are unknown or unknowable, but successful management must nevertheless take account of them.