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" In 1945, the world was in a shambles. American companies had no competition. 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

Quality

World

America

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

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

" 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. "

" Quality is everyone's responsibility. "

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

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

" People don't like to make mistakes. "

W. Edwards Deming

Mistakes

People

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

" You can not define being exactly on time. "

" Any manager can do well in an expanding market. "

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

" You should not ask questions without knowledge. "

" 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. "

" I am forever learning and changing. "

" Export anything to a friendly country except American management. "

" My mother was my biggest role model. She taught me to hate waste. We never wasted anything. "

W. Edwards Deming

Never

Hate

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

" 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. "

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

" A bad system will beat a good person every time. "

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

" Eliminate numerical quotas, including Management by Objectives. "

" 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. "

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

" 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. "

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

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

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

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

" We are here to make another world. "