Knowledge Needs To Be A Verb.

We Must Understand Variation.

We Cannot Rely On Mass Inspection To Improve Quality, Though There Are Times When 100 Percent Inspection Is Necessary. As Harold S. Dodge Said Many Years Ago, 'you Cannot Inspect Quality Into A Product.' The Quality Is There Or It Isn't By The Time It's Inspected.

It Is Important That An Aim Never Be Defined In Terms Of Activity Or Methods. It Must Always Relate Directly To How Life Is Better For Everyone. . . . The Aim Of The System Must Be Clear To Everyone In The System. The Aim Must Include Plans For The Future. The Aim Is A Value Judgment.

The Main Difference Between Service And Manufacturing Is The Service Department Doesn't Know That They Have A Product.

Eighty Percent Of American Managers Cannot Answer With Any Measure Of Confidence These Seemingly Simple Questions: What Is My Job? What In It Really Counts? How Well Am I Doing?