Hold Everybody Accountable? Ridiculous!

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.

A Rational Prediction Has An Explanation Based On Theory.

What We Need To Do Is Learn To Work In The System, By Which I Mean That Everybody, Every Team, Every Platform, Every Division, Every Component Is There Not For Individual Competitive Profit Or Recognition, But For Contribution To The System As A Whole On A Win-win Basis.

The Aim Of Leadership Should Be To Improve The Performance Of Man And Machine, To Improve Quality, To Increase Output, And Simultaneously To Bring Pride Of Workmanship To People. Put In A Negative Way, The Aim Of Leadership Is Not Merely To Find And Record Failures Of Men, But To Remove The Causes Of Failure: To Help People To Do A Better Job With Less Effort.

A System Must Be Managed. It Will Not Manage Itself.