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.
The first step in liquidating a people is to erase its memory. Destroy its books, its culture, its history. Then have somebody write new books, manufacture a new culture, invent a new history. Before long the nation will begin to forget what it is and what it was. The world around it will forget even faster.
未来属于那些今天为之准备的人。