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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

Export anything to a friendly country except American management.
W. EDWARDS DEMING

Anything Country Except Export Friendly Management
Quality is everyone’s responsibility.
W. EDWARDS DEMING

Everyone Quality Responsibility
People with targets and jobs dependent upon meeting them will probably meet the targets – even if they have to destroy the enterprise to do it.
W. EDWARDS DEMING

Destroy Enterprises Job Meeting People Target Probably Them Upon
You can not define being exactly on time.
W. EDWARDS DEMING

Can Define Exactly Nit Time You
The emphasis should be on why we do a job.
W. EDWARDS DEMING

Do Emphasis Job Should We Why
Research shows that the climate of an organization influences an individual’s contribution far more than the individual himself.
W. EDWARDS DEMING

Climate Contribution Individual Influence More Organisation Research Show
A bad system will beat a good person every time.
W. EDWARDS DEMING

Bad Every Good Neat Person System Time
Whenever there is fear, you will get wrong figures.
W. EDWARDS DEMING

Fear Figure Get Whenever Will Wrong
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
Customer expectations? Nonsense. No customer ever asked for the electric light, the pneumatic tire, the VCR, or the CD.
W. EDWARDS DEMING

Ask Cd Custom Customer Electric Ever Expectation Light Nonsense Pneumatic Tire Vcr
The result of long-term relationships is better and better quality, and lower and lower costs.
W. EDWARDS DEMING

Better Cost Long Lower Quality Relationship Result Term
Rational behavior requires theory. Reactive behavior requires only reflex action.
W. EDWARDS DEMING

Action Behaviour Rational Reactive Relax Require Theory
So nobody really thought much about quality. Why should they? The world bought everything America produced. It was a prescription for disaster.
W. EDWARDS DEMING

Bought Disaster Everything Much Nobody Prescription Produce Quality
Profit in business comes from repeat customers.
W. EDWARDS DEMING

Business Come Customer Profit Repeat
You know the cost of replacing it, but not the cost of a dissatisfied customer.
W. EDWARDS DEMING

Cost Customer Dissatisfied Know replace
Innovation comes from the producer – not from the customer.
W. EDWARDS DEMING

Come Customer Innovation Producer

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