Learning is not compulsory, but neither is survival."

"The average American worker has fifty interruptions a day, of which seventy percent have nothing to do with work."

It is important that an aim never be defined in terms of activity or methods. It must always relate directly to how life is better for everyone. . . . The aim of the system must be clear to everyone in the system.

"If you can't describe what you are doing as a process, you don't know what you're doing."

The job can't be finished -- only improved to please the customer.