The Greatest Losses Are Unknown And Unknowable.

It Is Not Enough That Top Management Commit Themselves For Life To Quality And Productivity. They Must Know What It Is That They Are Committed To - That Is, What They Must Do. These Obligations Cannot Be Delegated. Support Is Not Enough; Action Is Required.

Now, We Learn That A System Must Have An Aim. Without An Aim, There Is No System.

The Most Important Measures Are Both Unknown And Unknowable.

...the Most Important Things We Need To Manage Can't Be Measured.

Experience By Itself Teaches Nothing.