You Do Not Install Knowledge.

Hold Everybody Accountable? Ridiculous!

He That Expects To Quantify In Dollars The Gains That Will Accrue To A Company Year By Year For A Program For Improvement Of Quality Expounded In [out Of The Crisis] Will Suffer Delusion. He Should Know Before He Starts That He Will Be Able To Quantify Only A Trivial Part Of The Gain.

Quality Starts In The Boardroom.

The Customer Invents Nothing. New Products And New Services Come From The Producer.

Foremost Is The Principle That The Purpose Of Consumer Research Is To Understand The Customer's Needs And Wishes, And Thus Design Product And Service That Will Provide Better Living For Him In The Future. A Second Principle Is That No One Can Guess The Future Loss Of Business From A Dissatisfied Customer.