Quality has to be caused, not controlled.
Quality is free. It’s not a gift, but it’s free. The ‘unquality’ things are what cost money.
In a true zero-defects approach, there are no unimportant items.
Quality is such an attractive banner that sometimes we think we can get away with just waving it, without doing the hard work necessary to achieve it.
Slowness to change usually means fear of the new.
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.
Making a wrong decision is understandable. Refusing to search continually for learning is not.
Problems breed problems, and the lack of a disciplined method of openly attacking them breeds more problems.
Quality management is needed because nothing is simple anymore, if indeed it ever was.
We must define quality as conformance to specifications if we are to manage it.
Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric.
When you’re out of quality, you’re out of business.