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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

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
You should not ask questions without knowledge.
W. EDWARDS DEMING

Ask Knowledge Question Should
It is not enough to do your best; you must know what to do, and then do your best.
W. EDWARDS DEMING

Best Do Enough Know Must To Your
We are here to make another world.
W. EDWARDS DEMING

Another Here Make We World
Quality’ means what will sell and do a customer some good – at least try to.
W. EDWARDS DEMING

Customer Good Least Mean Quality Sell Some Try Will
If you don’t understand how to run an efficient operation, new machinery will just give you new problems of operation and maintenance.
W. EDWARDS DEMING

Give Just Machinery Maintainnece New Operation Problem Run Understand
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
I predicted in 1950 that in five years, manufacturers the world over would be screaming for protection. It took only four years.
W. EDWARDS DEMING

Ago Five Four Manufacture Over Predict Protection Scream Took World Year
Export anything to a friendly country except American management.
W. EDWARDS DEMING

Anything Country Except Export Friendly Management
In Japan, a company worker’s position is secure. He is retrained for another job if his present job is eliminated by productivity improvement.
W. EDWARDS DEMING

Another Country Eliminate Improvement Position Present Productivity Retrain Secure Worker
People don’t like to make mistakes.
W. EDWARDS DEMING

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

Mistake Only Stable System Tamper Tell When Worker
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
I am forever learning and changing.
W. EDWARDS DEMING

Change Forever Learn
What should be the aim of management? What is their job?
W. EDWARDS DEMING

Aim Job Management Should

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