Defects Are Not Free. Somebody Makes Them,

People Learn In Different Ways: Reading, Listening, Pictures, Watching.

Long-term Commitment To New Learning And New Philosophy Is Required Of Any Management That Seeks Transformation. The Timid And The Fainthearted, And The People That Expect Quick Results, Are Doomed To Disappointment.

A Rule Should Suit The Purpose.

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.

The Biggest Cost Of Poor Quality Is When Your Customer Buys It From Someone Else Because They Didn't Like Yours.