All customer expectations are only what you and your competitor have led him to expect. He knows nothing else.
W. EDWARDS DEMINGIf you do not know how to ask the right question, you discover nothing.
More W. Edwards Deming Quotes
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Hold everybody accountable? Ridiculous!
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Quality is pride of workmanship.
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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.
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The average American worker has fifty interruptions a day, of which seventy percent have nothing to do with work.
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Export anything to a friendly country except American management.
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The big problems are where people don’t realise they have one in the first place.
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You can not define being exactly on time.
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It is not necessary to change. Survival is not mandatory.
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American management thinks that they can just copy from Japan. But they don’t know what to copy.
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Lack of knowledge… that is the problem.
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Declining productivity and quality means your unit production costs stay high but you don’t have as much to sell.
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So nobody really thought much about quality. Why should they? The world bought everything America produced. It was a prescription for disaster.
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The sure way to increase productivity is to better administrate man and machine.
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Customers that boast about your project or service, and that bring friends with them.
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Your workers don’t want to be paid less, so to maintain profits, you increase your prices. That’s inflation.
W. EDWARDS DEMING