W. Edwards Deming - Out of the Crisis (1986)

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Foremost is the principle that the purpose of consumer research is to understand the customer's needs and wishes, and thus design product and service that will provide better living for him in the future. A second principle is that no one can guess the future loss of business from a dissatisfied customer...

W. Edwards Deming
Mere allocation of huge sums of money for quality will not bring quality.

W. Edwards Deming
Eliminate slogans, exhortations, and targets for the work force asking for zero defects and new levels of productivity. Such exhortations only create adversarial relationships, as the bulk of the causes of low quality and low productivity belong to the system and thus lie beyond the power of the work force

W. Edwards Deming
New product and new types of service are generated, not by asking the consumer, but by knowledge, imagination, innovation, risk, trial and error on the part of the producer, backed by enough capital to develop the product or service and to stay in business during the learn months of introduction.

W. Edwards Deming
Cease dependence on inspection to achieve quality. Eliminate the need for inspection on a mass basis by building quality into the product in the first place.

W. Edwards Deming
He that would run his company on visible figures alone will in time have neither company nor figures.

W. Edwards Deming
The aim of leadership should be to improve the performance of man and machine, to improve quality, to increase output, and simultaneously to bring pride of workmanship to people. Put in a negative way, the aim of leadership is not merely to find and record failures of men, but to remove the causes of failure: to help people to do a better job with less effort.

W. Edwards Deming
The principles and methods for improvement are the same for service as for manufacturing. The actual application differs, of course, from one product to another, and from one type of service to another.

W. Edwards Deming
He that expects to quantify in dollars the gains that will accrue to a company year by year for a program for improvement of quality expounded in [Out of the Crisis] will suffer delusion. He should know before he starts that he will be able to quantify only a trivial part of the gain.

W. Edwards Deming
The supposition is prevalent the world over that there would be no problems in production or service if only our production workers would do their jobs in the way that they we taught. Pleasant dreams. The workers are handicapped by the system, and the system belongs to the management.

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

W. Edwards Deming
To manage one must lead. To lead, one must understand the work that he and his people are responsible for

W. Edwards Deming
We cannot rely on mass inspection to improve quality, though there are times when 100 percent inspection is necessary. As Harold S. Dodge said many years ago, 'You cannot inspect quality into a product.' The quality is there or it isn't by the time it's inspected.

W. Edwards Deming
Quality begins with the intent, which is fixed by management.

W. Edwards Deming
In Europe and in America, people are now more interested in the cost of quality and in systems of quality-audit. But in Japan, we are keeping very strong interest to improve quality by use of methods which you started.... when we improve quality we also improve productivity, just as you told us in 1950 would happen.

W. Edwards Deming
Improve constantly and forever the system of production and service, to improve quality and productivity, and thus constantly decrease costs.

W. Edwards Deming
Part of America's industrial problems is the aim of its corporate managers. Most American executives think they are in the business to make money, rather than products or service... The Japanese corporate credo, on the other hand, is that a company should become the world's most efficient provider of whatever product and service it offers. Once it becomes the world leader and continues to offer good products, profits follow.

W. Edwards Deming
Defects are not free. Somebody makes them, and gets paid for making them.

W. Edwards Deming
Quality comes not from inspection, but from improvement of the production process.

W. Edwards Deming