“No one knows the cost of a defective product – don’t tell me you do.”

The prevailing system of management has crushed fun out of the workplace.

Quality’ means what will sell and do a customer some good – at least try to.

Eliminate numerical quotas, including Management by Objectives.

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

If you do not know how to ask the right question, you discover nothing.

The result of long-term relationships is better and better quality, and lower and lower costs.

People with targets and jobs dependent upon meeting them will probably meet the targets – even if they have to destroy the enterprise to do it.

We are here to make another world.

The sure way to increase productivity is to better administrate man and machine.

Profit in business comes from repeat customers.

Innovation comes from the producer – not from the customer.

All anyone asks for is a chance to work with pride.

All customer expectations are only what you and your competitor have led him to expect. He knows nothing else.

So nobody really thought much about quality. Why should they? The world bought everything America produced. It was a prescription for disaster.

Lack of knowledge… that is the problem.

The prevailing – and foolish – attitude is that a good manager can be a good manager anywhere, with no special knowledge of the production process he’s managing.

My analysis was directed toward purely physical conditions, such as defective wiring, presence of lack of air spaces between metal flues and woodwork, etc., and the results were presented in these terms.

That preaching is sadly defective which dwells exclusively on the mercies of God and the joys of heaven, yet never sets forth the terrors of the Lord and the miseries of hell.

If the experiments which I urge be defective, it cannot be difficult to show the defects; but if valid, then by proving the theory, they must render all objections invalid.