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Customer expectations? Nonsense. No customer ever asked for the electric light, the pneumatic tire, the VCR, or the CD.

W. Edwards Deming

Related Topics

Ask Cd Custom Customer Electric Ever Expectation Light Nonsense Pneumatic Tire Vcr

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

You know the cost of replacing it, but not the cost of a dissatisfied customer.
W. EDWARDS DEMING

Cost Customer Dissatisfied Know replace
Customers that boast about your project or service, and that bring friends with them.
W. EDWARDS DEMING

Boast Bring Customer Friend Project Service Them
What should be the aim of management? What is their job?
W. EDWARDS DEMING

Aim Job Management Should
A man with a financial background may know nothing about manufacturing shoes or cars, but he’s put in charge anyway.
W. EDWARDS DEMING

Anyway Background Charge Finance Know Man Manufacture Nothing Show
A bad system will beat a good person every time.
W. EDWARDS DEMING

Bad Every Good Neat Person System Time
The sure way to increase productivity is to better administrate man and machine.
W. EDWARDS DEMING

Administrative Better Increase Machine Men Productivity Sure Way
You can not define being exactly on time.
W. EDWARDS DEMING

Can Define Exactly Nit Time You
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
Declining productivity and quality means your unit production costs stay high but you don’t have as much to sell.
W. EDWARDS DEMING

Cost Decline High Mean Must Production Quality Sell Until
Rational behavior requires theory. Reactive behavior requires only reflex action.
W. EDWARDS DEMING

Action Behaviour Rational Reactive Relax Require Theory
Quality is pride of workmanship.
W. EDWARDS DEMING

Pride Quality Workmanship
People don’t like to make mistakes.
W. EDWARDS DEMING

Like Make Mistake People
When a system is stable, telling the worker about mistakes is only tampering.
W. EDWARDS DEMING

Mistake Only Stable System Tamper Tell When Worker
Lack of knowledge… that is the problem.
W. EDWARDS DEMING

Al Knowledge Lack One Liner Problem
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 everyone’s responsibility.
W. EDWARDS DEMING

Everyone Quality Responsibility

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