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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

Related Topics

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

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
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
Any manager can do well in an expanding market.
W. EDWARDS DEMING

Any Manager Expand Market Well
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
Customers that boast about your project or service, and that bring friends with them.
W. EDWARDS DEMING

Boast Bring Customer Friend Project Service Them
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
Eliminate numerical quotas, including Management by Objectives.
W. EDWARDS DEMING

Eliminate Include Management Numerical Objective Quote
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
A bad system will beat a good person every time.
W. EDWARDS DEMING

Bad Every Good Neat Person System Time
Export anything to a friendly country except American management.
W. EDWARDS DEMING

Anything Country Except Export Friendly Management
Rational behavior requires theory. Reactive behavior requires only reflex action.
W. EDWARDS DEMING

Action Behaviour Rational Reactive Relax Require Theory
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
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
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
When a system is stable, telling the worker about mistakes is only tampering.
W. EDWARDS DEMING

Mistake Only Stable System Tamper Tell When Worker
Hold everybody accountable? Ridiculous!
W. EDWARDS DEMING

Accountable Everybody Hold Ridiculous
You should not ask questions without knowledge.
W. EDWARDS DEMING

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

Cost Customer Dissatisfied Know replace
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
People don’t like to make mistakes.
W. EDWARDS DEMING

Like Make Mistake People
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
Learning is not compulsory… neither is survival.
W. EDWARDS DEMING

Compulsory Learn Neither Survival
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
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
It is not necessary to change. Survival is not mandatory.
W. EDWARDS DEMING

Change Mandatory Necessary Not Survival
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
Quality is everyone’s responsibility.
W. EDWARDS DEMING

Everyone Quality Responsibility

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