Quotes by: W. Edwards Deming
|W. Edwards Deming
October 14, 1900|
Sioux City, Iowa
||December 20, 1993
||University of Wyoming BSc
University of Colorado MS
Yale University PhD
||Walter A. Shewhart
'Quality' means what will sell and do a customer some good - at least try to.
Research shows that the climate of an organization influences an individual's contribution far more than the individual himself.
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.
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.
Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.
I predicted in 1950 that in five years, manufacturers the world over would be screaming for protection. It took only four years.
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.
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.
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.
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.