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

The prevailing style of management must undergo transformation. A system can not understand itself. The transformation requires a view from outside.

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

Hard work and best efforts will not by themselves dig us out of the pit.

It's management's job to know.

The biggest cost of poor quality is when your customer buys it from someone else because they didn't like yours.

People work in the system. Management creates the system