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1 " dissatisfied customer does not complain: he just switches. "
― W. Edwards Deming , Out of the Crisis
2 " it will not suffice to have customers that are merely satisfied. Customers that are unhappy and some that are merely satisfied switch. Profit comes from repeat customers—those that boast about the product or service. "
3 " She learns, after she finishes the job, that she programmed very well the specifications as delivered to her, but that they were deficient. If she had only known the purpose of the program, she could have done it right for the purpose, even though the specifications were deficient. "
4 " Inspection to improve quality is too late, ineffective, costly. Quality comes not from inspection, but from the improvement of the production process. "
5 " Beware of conference-room promises. (Ronald Moen.) "
6 " The transformation can only be accomplished by man, not by hardware (computers, gadgets, automation, new machinery). A company can not buy its way into quality. "
7 " Any substantial improvement must come from action on the system, the responsibility of management. Wishing and pleading and begging the workers to do better was totally futile. "
8 " Many customers form their opinions about the product or about the service solely by their contacts with the people that they see—contact men, I will call them. "
9 " As long as management is quick to take credit for a firm’s successes but equally swift to blame its workers for its failures, no surefire remedy for low productivity can be expected in American manufacturing and service industries. "
10 " Short-term profits are not reliable indicator of performance of management. Anybody can pay dividends by deferring maintenance, cutting out research, or acquiring another company. "
11 " People generally want to do the right thing, but in a large organization, they frequently don't really understand what is the right thing. "
12 " quality control departments have taken the job of quality away from the people that can contribute most to quality—management, supervisors, managers of purchasing, and production workers. "
13 " To manage, one must lead. To lead, one must understand the work that he and his people are responsible for. "
14 " Most American executives think they are in the business to make money, rather than products and services. "
15 " No one has all the answers. Fortunately, it is not necessary to have all the answers for good management. "
16 " Divided responsibility means that nobody is responsible. "
17 " Schools of business responded to popular demand for finance and creative accounting. The results are decline. "
18 " Christine, what is your job?Is it: To make 25 calls per hours? OrTo give callers courteous satisfaction, no brushoff. It can not be both. "
19 " Competent men in every position, if they are doing their best, know all that there is to know about their work except how to improve it. "
20 " On production floors and in corporate offices, sociological verbiage has replaced a basic understanding of human behavior. "
