Customer expectations? Nonsense. No customer ever asked for the electric light, the pneumatic tire, the VCR, or the CD. All customer expectations are only what you and your competitor have led him to expect. He knows nothing else.
Quality is pride of workmanship.
My mother was my biggest role model. She taught me to hate waste. We never wasted anything.
I predicted in 1950 that in five years, manufacturers the world over would be screaming for protection. It took only four years.
It is not necessary to change. Survival is not mandatory.
What should be the aim of management? What is their job? Quality is the responsibility of the top people. Its origin is in the boardroom. They are the ones who decide.
