Rational Behavior Requires Theory. Reactive

If You Wait For People To Come To You, You'll Only Get Small Problems. You Must Go And Find Them. The Big Problems Are Where People Don't Realize They Have One In The First Place.

A Goal Without A Method Is Nonsense.

Each System Is Perfectly Designed To Give You Exactly What You Are Getting Today.

He That Expects To Quantify In Dollars The Gains That Will Accrue To A Company Year By Year For A Program For Improvement Of Quality Expounded In [out Of The Crisis] Will Suffer Delusion. He Should Know Before He Starts That He Will Be Able To Quantify Only A Trivial Part Of The Gain.

Foremost Is The Principle That The Purpose Of Consumer Research Is To Understand The Customer's Needs And Wishes, And Thus Design Product And Service That Will Provide Better Living For Him In The Future. A Second Principle Is That No One Can Guess The Future Loss Of Business From A Dissatisfied Customer.