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

To optimize the whole, we must sub-optimize the parts

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

Profit in business comes from repeat customers

We are here to learn, to make a difference and to have fun.

You do not install quality; you begin to work at it.

To copy is to invite disaster.