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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

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

Aim Job Management Should
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
It is not necessary to change. Survival is not mandatory.
W. EDWARDS DEMING

Change Mandatory Necessary Not Survival
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
My mother was my biggest role model. She taught me to hate waste. We never wasted anything.
W. EDWARDS DEMING

Anything Biggest Hate Model Mother My never Role Taught Waste
Profit in business comes from repeat customers.
W. EDWARDS DEMING

Business Come Customer Profit Repeat
Rational behavior requires theory. Reactive behavior requires only reflex action.
W. EDWARDS DEMING

Action Behaviour Rational Reactive Relax Require Theory
You should not ask questions without knowledge.
W. EDWARDS DEMING

Ask Knowledge Question Should
We are here to make another world.
W. EDWARDS DEMING

Another Here Make We World
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
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
Export anything to a friendly country except American management.
W. EDWARDS DEMING

Anything Country Except Export Friendly Management
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
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

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