Phil Crosby

Making a wrong decision is understandable. Refusing to search continually for learning is not.

Quality management is needed because nothing is simple anymore, if indeed it ever was.

Selecting the right person for the right job is the largest part of coaching.

It is always cheaper to do the job right the first time.

Quality has to be caused, not controlled.

No one can remember more than three points.

When you're out of quality, you're out of business.

We can spend our whole lives underachieving.

Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric.

Being convinced one knows the whole story is the surest way to fail.

Very few of the great leaders ever get through their careers without failing, sometimes dramatically.

Slowness to change usually means fear of the new.

The audience only pays attention as long as you know where you are going.

Change should be a friend. It should happen by plan, not by accident.

A rule to live by: I won't use anything I can't explain in five minutes.

The great discoveries are usually obvious.

Successful people breed success.

You don't have to be noisy to be effective.

Eliminating what is not wanted or needed is profitable in itself.

You have to lead people gently toward what they already know is right.

In a true zero-defects approach, there are no unimportant items.

If anything is certain, it is that change is certain. The world we are planning for today will not exist in this form tomorrow.