People are entitled to joy in work.

The process is not just the sum of its parts.

We have to bring back the individual. Management has smothered the individual.

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

Management by results - like driving a car by looking in rear view mirror.

Eliminate slogans, exhortations, and targets for the work force asking for zero defects and new levels of productivity. Such exhortations only create adversarial relationships, as the bulk of the causes of low quality and low productivity belong to the system and thus lie beyond the power of the work force

Foremost is the principle that the purpose of consumer research is to understand the customer's needs and wishes, and thus design product and service that will provide better living for him in the future. A second principle is that no one can guess the future loss of business from a dissatisfied customer.