In A True Zero-defects Approach,

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.

If Anything Is Certain, It Is That Change Is Certain. The World We Are Planning For Today Will Not Exist In This Form Tomorrow.

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.

When You're Out Of Quality, You're Out Of Business.

A Rule To Live By: I Won't Use Anything I Can't Explain In Five Minutes.