We Must Understand Variation.

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.

You Can Not Hear What You Do Not Understand.

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.

The Aim Of Education Should Be To Preserve And Nurture The Yearning For Learning That A Child Is Born With.

You Have To Manage A System. The System Doesn't Manage Itself.