质量改进的第一步是了解客户真正想要的是什么。

我认为它走得太远了。他们中的大多数人都不值得将他们吹入地狱的粉末。

我们从未放下任何事，我们只是继续下一件事。

Nowadays, particularly in the United States, if you meet someone at the bottom of society, they may unkindly be described as a "loser." There's a real difference between an unfortunate and a loser, and that shows 400 years of evolution in society and our belief in who is responsible for our lives. It's no longer the gods, it's us. We're in the driving seat.