"In a true zero-defects approach, there are no unimportant items."

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

“Management has to get right in there and be active when it comes to quality.”

“The first erroneous assumption is that quality means goodness, or luxury, or shininess or weight. The word "quality" is used to signify the relative worth of things in such phrases as "good quality," "bad quality," and that brave new statement 'quality of life.' 'Quality of life' is a cliche because each listener assumes that the speaker means exactly what he or she, the listener, means by the phrase. It is a situation in which individuals talk dreamily about something without ever bothering to define it.”

“Quality management is a systematic way of guaranteeing that organized activities happen the way they are planned.”

“Change should be a friend. It should happen by plan, not by accident.”

“The problem of quality management is not what people don't know about it. The problem is what the think they do know.”