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" Customer expectations? Nonsense. No customer ever asked for the electric light, the pneumatic tire, the VCR, or the CD. All customer expectations are only what you and your competitor have led him to expect. He knows nothing else. "

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" If you don't understand how to run an efficient operation, new machinery will just give you new problems of operation and maintenance. The sure way to increase productivity is to better administrate man and machine. "

W. Edwards Deming

Way

You

Run

" Quality is everyone's responsibility. "

" Innovation comes from the producer - not from the customer. "

" Eliminate numerical quotas, including Management by Objectives. "

" All anyone asks for is a chance to work with pride. "

" Declining productivity and quality means your unit production costs stay high but you don't have as much to sell. Your workers don't want to be paid less, so to maintain profits, you increase your prices. That's inflation. "

" If you can't describe what you are doing as a process, you don't know what you're doing. "

" We are here to make another world. "

" The result of long-term relationships is better and better quality, and lower and lower costs. "

" What should be the aim of management? What is their job? Quality is the responsibility of the top people. Its origin is in the boardroom. They are the ones who decide. "

" 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. "

" American management thinks that they can just copy from Japan. But they don't know what to copy. "

" When a system is stable, telling the worker about mistakes is only tampering. "

" People don't like to make mistakes. "

W. Edwards Deming

Mistakes

People

" You should not ask questions without knowledge. "

" It is not enough to do your best; you must know what to do, and then do your best. "

" You can not define being exactly on time. "

" The big problems are where people don't realise they have one in the first place. "

" In Japan, a company worker's position is secure. He is retrained for another job if his present job is eliminated by productivity improvement. "

" The prevailing system of management has crushed fun out of the workplace. "

" The emphasis should be on why we do a job. "

" It is not necessary to change. Survival is not mandatory. "

" Rational behavior requires theory. Reactive behavior requires only reflex action. "

" No one knows the cost of a defective product - don't tell me you do. You know the cost of replacing it, but not the cost of a dissatisfied customer. "

W. Edwards Deming

Product

Tell

" 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. A man with a financial background may know nothing about manufacturing shoes or cars, but he's put in charge anyway. "

" If you do not know how to ask the right question, you discover nothing. "

" Hold everybody accountable? Ridiculous! "

" Lack of knowledge... that is the problem. "

" Learning is not compulsory... neither is survival. "

" Quality is pride of workmanship. "