质量改进的第一步是了解客户真正想要的是什么。
The first step in quality improvement is to understand what the customer really wants.
可以同他交谈却没有交谈，这是错过了人才。不可以同他交谈却要同他交谈，这是白费口舌。聪明的人既不错过人才，又不浪费语言。
Technology should ultimately serve people, not the other way around.
One can't proceed from the informal to the formal by formal means.
