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All customer expectations are only what you and your competitor have led him to expect. He knows nothing else.

W. Edwards Deming

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Al Competitor Customer Else Expect Expectation Know Nothing Only

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Marilyn Monroe Paulo Coelho Abraham Lincoln C. S. Lewis Khalil Gibran Charlie Chaplin Gautama Buddha Isaac Newton

The big problems are where people don’t realise they have one in the first place.
W. EDWARDS DEMING

Big Customer First Good One People Place Problem Realise Some Where
American management thinks that they can just copy from Japan. But they don’t know what to copy.
W. EDWARDS DEMING

Copy Country Just Management Think
Your workers don’t want to be paid less, so to maintain profits, you increase your prices. That’s inflation.
W. EDWARDS DEMING

Increase Inflation Less Maintain Paid Price Profit Want Worker
The average American worker has fifty interruptions a day, of which seventy percent have nothing to do with work.
W. EDWARDS DEMING

Average Country Day Fiftym Interruption Nothing Percent Seventh Work Worker
Quality is pride of workmanship.
W. EDWARDS DEMING

Pride Quality Workmanship
No one knows the cost of a defective product – don’t tell me you do.
W. EDWARDS DEMING

Cost Defective Do Em Know No One Product Tell You
The prevailing – and foolish – attitude is that a good manager can be a good manager anywhere, with no special knowledge of the production process he’s managing.
W. EDWARDS DEMING

Anywhere Attitude Foolish Good Knowledge Manage Manager No Prevail Process Production Special
Eliminate numerical quotas, including Management by Objectives.
W. EDWARDS DEMING

Eliminate Include Management Numerical Objective Quote
The emphasis should be on why we do a job.
W. EDWARDS DEMING

Do Emphasis Job Should We Why
You know the cost of replacing it, but not the cost of a dissatisfied customer.
W. EDWARDS DEMING

Cost Customer Dissatisfied Know replace
My mother was my biggest role model. She taught me to hate waste. We never wasted anything.
W. EDWARDS DEMING

Anything Biggest Hate Model Mother My never Role Taught Waste
Hold everybody accountable? Ridiculous!
W. EDWARDS DEMING

Accountable Everybody Hold Ridiculous
I am forever learning and changing.
W. EDWARDS DEMING

Change Forever Learn
Profit in business comes from repeat customers.
W. EDWARDS DEMING

Business Come Customer Profit Repeat
Quality is the responsibility of the top people. Its origin is in the boardroom. They are the ones who decide.
W. EDWARDS DEMING

Boardroom Decide One Origin People Quality Responsible Two
Learning is not compulsory… neither is survival.
W. EDWARDS DEMING

Compulsory Learn Neither Survival

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