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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. "

W. Edwards Deming

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" 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. "

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

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" Quality is pride of workmanship. "

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" Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them. "

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" People don't like to make mistakes. "

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

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

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

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" Hold everybody accountable? Ridiculous! "

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" Research shows that the climate of an organization influences an individual's contribution far more than the individual himself. "

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

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

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

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" You can not define being exactly on time. "

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" I am forever learning and changing. "

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" I predicted in 1950 that in five years, manufacturers the world over would be screaming for protection. It took only four years. "

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

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

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

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" You should not ask questions without knowledge. "

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

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

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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. "

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

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" 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. "

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

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" 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. "

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

W. Edwards Deming