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. W. Edwards Deming More Quotes by W. Edwards Deming More Quotes From W. Edwards Deming Eighty-five percent of the reasons for failure are deficiencies in the systems and process rather than the employee. The role of management is to change the process rather than badgering individuals to do better. W. Edwards Deming systems-and-processes roles management Put a good person in a bad system and the bad system wins, no contest. W. Edwards Deming contests good-person winning If you can't describe what you are doing as a process, you don't know what you're doing. W. Edwards Deming systems-and-processes top-management business Quality comes not from inspection, but from improvement of the production process. W. Edwards Deming quality improvement process It's not enough to do your best; you must know what to do & then do your best. W. Edwards Deming excellence enough inspirational ...a person and an organization must have goals, take actions to achieve those goals, gather evidence of achievement, study and reflect on the data and from that take actions again. Thus, they are in a continuous feedback spiral toward continuous improvement. This is what 'Kaizan' means. W. Edwards Deming data learning mean Two basic rules of life are: 1) Change is inevitable. 2) Everybody resists change. W. Edwards Deming learning two knowledge Each system is perfectly designed to give you exactly what you are getting today. W. Edwards Deming today giving The greatest waste … is failure to use the abilities of people…to learn about their frustrations and about the contributions that they are eager to make. W. Edwards Deming frustration use people In God we trust; all others bring data. W. Edwards Deming funny-good-morning measurement data What we need to do is learn to work in the system, by which I mean that everybody, every team, every platform, every division, every component is there not for individual competitive profit or recognition, but for contribution to the system as a whole on a win-win basis. W. Edwards Deming learning teamwork mean I should estimate that in my experience most troubles and most possibilities for improvement add up to the proportions something like this: 94% belongs to the system responsibility of management 6% special W. Edwards Deming risk responsibility special Innovation comes from people who take joy in their work. W. Edwards Deming innovation joy people The ultimate purpose of collecting the data is to provide a basis for action or a recommendation. W. Edwards Deming data purpose decision Inspection with the aim of finding the bad ones and throwing them out is too late, ineffective, and costly. Quality comes not from inspection but from improvement of the process. W. Edwards Deming quality improvement too-late It is not necessary to change. Survival is not mandatory. W. Edwards Deming top-management change meaningful The most valuable "currency" of any organization is the initiative and creativity of its members. Every leader has the solemn moral responsibility to develop these to the maximum in all his people. This is the leader's highest priority. W. Edwards Deming creativity responsibility leadership The questions are more important than the answers. W. Edwards Deming important answers Management by results - like driving a car by looking in rear view mirror. W. Edwards Deming car mirrors views A bad system will beat a good person every time. W. Edwards Deming systems-thinking good-people good-person
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