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" The average American worker has fifty interruptions a day, of which seventy percent have nothing to do with work. "

W. Edwards Deming

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

W. Edwards Deming

" I am forever learning and changing. "

W. Edwards Deming

" 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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" 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. "

W. Edwards Deming

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

W. Edwards Deming

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

W. Edwards Deming

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

W. Edwards Deming

" Hold everybody accountable? Ridiculous! "

W. Edwards Deming

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

W. Edwards Deming

" 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. "

W. Edwards Deming

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

W. Edwards Deming

" 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

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

W. Edwards Deming

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

W. Edwards Deming

" Eliminate numerical quotas, including Management by Objectives. "

W. Edwards Deming

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

W. Edwards Deming

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

W. Edwards Deming