Quality Is Everyone's Responsibility.

All Models Are Wrong; Some Models Are Useful.

Part Of America's Industrial Problems Is The Aim Of Its Corporate Managers. Most American Executives Think They Are In The Business To Make Money, Rather Than Products Or Service. The Japanese Corporate Credo, On The Other Hand, Is That A Company Should Become The World's Most Efficient Provider Of Whatever Product And Service It Offers. Once It Becomes The World Leader And Continues To Offer Good Products, Profits Follow.

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.

The System That People Work In And The Interaction With People May Account For 90 Or 95 Percent Of Performance.

Everyone Is A Customer For Somebody, Or A Supplier To Somebody.