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

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

Slowness to change usually means fear of the new.

You have to lead people gently toward what they already know is right.

Successful people breed success.

Eliminating what is not wanted or needed is profitable in itself.

Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric.

Making a wrong decision is understandable. Refusing to search continually for learning is not.