A bad system will beat a good person every time.

The transformation will come from leadership.

Two basic rules of life are: 1) Change is inevitable. 2) Everybody resists change.

It is not enough that top management commit themselves for life to quality and productivity. They must know what it is that they are committed to - that is, what they must do. These obligations cannot be delegated. Support is not enough; action is required.

He that expects to quantify in dollars the gains that will accrue to a company year by year for a program for improvement of quality expounded in [Out of the Crisis] will suffer delusion. He should know before he starts that he will be able to quantify only a trivial part of the gain.

Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.

The most important figures for management of any organization are unknown and unknowable.