Management Does Not Know What A System

Each System Is Perfectly Designed To Give You Exactly What You Are Getting Today.

No Requirement Of Industry Is So Much Neglected As Operational Definitions.

Inspection With The Aim Of Finding The Bad Ones And Throwing Them Out Is Too Late, Ineffective, And Costly. Quality Comes Not From Inspection But From Improvement Of The Process.

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.

Learning Is Not Compulsory; It's Voluntary... But To Survive, We Must Learn.