No one knows the cost of a defective product - don't tell me you do. You know the cost of replacing it, but not the cost of a dissatisfied customer.

It is not enough to do your best; you must know what to do, and then do your best.

If you can't describe what you are doing as a process, you don't know what you're doing.

Customer expectations? Nonsense. No customer ever asked for the electric light, the pneumatic tire, the VCR, or the CD. All customer expectations are only what you and your competitor have led him to expect. He knows nothing else.

Innovation comes from the producer - not from the customer.

The customer is the most important part of the production line.