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.

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

Scrap doesn't come for free, we pay someone to make it.

It is not necessary to change. Survival is not mandatory.

We must understand variation.

The problem is that most courses teach what is wrong.

Forces of Destruction: grades in school, merit system, incentive pay, business plans, quotas.