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

Manage the cause, not the result.

You must not run your Organization as a functional hierarchy. You must understand it as a System.

Absence of defects does not necessarily build business... Something more is required.

People need to know how their job contributes.

Eliminate numerical quotas, including Management by Objectives.

Any two people have different ideas of what is important.