Without theory we can only copy.

New product and new types of service are generated, not by asking the consumer, but by knowledge, imagination, innovation, risk, trial and error on the part of the producer, backed by enough capital to develop the product or service and to stay in business during the learn months of introduction.

Long-term commitment to new learning and new philosophy is required of any management that seeks transformation. The timid and the fainthearted, and the people that expect quick results, are doomed to disappointment.

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

Nobody should try to use data unless he has collected data.

It is a mistake to assume that if everybody does his job, it will be all right. The whole system may be in trouble.

I think that people here expect miracles. American management thinks that they can just copy from Japan - but they don't know what to copy!