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

W. Edwards Deming

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Cost Customer Dissatisfied Know replace

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

If you can’t describe what you are doing as a process, you don’t know what you’re doing.
W. EDWARDS DEMING

Can Describe Do Know Process
In 1945, the world was in a shambles. American companies had no competition.
W. EDWARDS DEMING

Company Competition Country No Shamble Worlld Year
Whenever there is fear, you will get wrong figures.
W. EDWARDS DEMING

Fear Figure Get Whenever Will Wrong
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
Any manager can do well in an expanding market.
W. EDWARDS DEMING

Any Manager Expand Market Well
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
When a system is stable, telling the worker about mistakes is only tampering.
W. EDWARDS DEMING

Mistake Only Stable System Tamper Tell When Worker
What should be the aim of management? What is their job?
W. EDWARDS DEMING

Aim Job Management Should
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
I am forever learning and changing.
W. EDWARDS DEMING

Change Forever Learn
Quality is the responsibility of the top people. Its origin is in the boardroom. They are the ones who decide.
W. EDWARDS DEMING

Boardroom Decide One Origin People Quality Responsible Two
Hold everybody accountable? Ridiculous!
W. EDWARDS DEMING

Accountable Everybody Hold Ridiculous
The emphasis should be on why we do a job.
W. EDWARDS DEMING

Do Emphasis Job Should We Why
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
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

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