Quality Starts In The Boardroom.

The Customer Invents Nothing. New Products And New Services Come From The Producer.

We Must Understand Variation.

Stamping Out Fires Is A Lot Of Fun, But It Is Only Putting Things Back The Way They Were.

Quality Comes Not From Inspection, But From Improvement Of The Production Process.

Managers Don't Like Giving Appraisals, And Employees Don't Like Getting Them. Perhaps They're Not Liked Because Both Parties Suspect What The Evidence Has Proved For Decades: Traditional Performance Appraisals Don't Work.