The system that people work in and the interaction with people may account for 90 or 95 percent of performance.

It is wrong to suppose that if you can’t measure it, you can’t manage it – a costly myth

The result of long-term relationships is better and better quality, and lower and lower costs.

The only useful function of a statistician is to make predictions, and thus to provide a basis for action.

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.

The emphasis should be on why we do a job.

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