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.

Divide responsibility and nobody is responsible.

Without theory we can only copy.

Everyone is a customer for somebody, or a supplier to somebody.

The problem is that most courses teach what is wrong.

Eighty-five percent of the reasons for failure are deficiencies in the systems and process rather than the employee. The role of management is to change the process rather than badgering individuals to do better.

Management's job is to know which systems are stable and which are not.