We can spend our whole lives underachieving.

Many managers feel, somewhat cynically, that people are being paid to do their jobs and that’s that. This attitude reflects an insensitivity to people that is a trademark of many hockey-style managers.

The customer deserves to receive exactly what we have promised to produce – a clean room, a hot cup of coffee, a nonporous casing, a trip to the moon on goassamer wings.

If you don’t know what the defect level is, how do you know when to get mad?

Most things don’t work like they are supposed to work.

A rule to live by: I won’t use anything I can’t explain in five minutes.

It isn’t what you find, it’s what you do about what you find.

You don’t have to be noisy to be effective.

When you’re out of quality, you’re out of business.

Quality is free. It’s not a gift, but it’s free. The ‘unquality’ things are what cost money.