Rational behavior requires theory. Reactive behavior requires only reflex action.

We want best efforts guided by theory.

When a system is stable, telling the worker about mistakes is only tampering.

I predicted in 1950 that in five years, manufacturers the world over would be screaming for protection. It took only four years.

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.

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.