A Rule Should Suit The Purpose.

Quality Begins With The Intent, Which Is Fixed By Management.

A System Must Be Managed. It Will Not Manage Itself. Left To Themselves In The Western World, Components Become Selfish, Competitive. We Cannot Afford The Destructive Effect Of Competition.

The Principles And Methods For Improvement Are The Same For Service As For Manufacturing. The Actual Application Differs, Of Course, From One Product To Another, And From One Type Of Service To Another.

There Is No Substitute For Knowledge.

Eliminate Slogans, Exhortations, And Targets For The Work Force Asking For Zero Defects And New Levels Of Productivity. Such Exhortations Only Create Adversarial Relationships, As The Bulk Of The Causes Of Low Quality And Low Productivity Belong To The System And Thus Lie Beyond The Power Of The Work Force