Management of outcomes may not be any more than a skill. It does not require knowledge.
W. Edwards DemingI think that people here expect miracles. American management thinks that they can just copy from Japan - but they don't know what to copy!
W. Edwards DemingThe result of long-term relationships is better and better quality, and lower and lower costs.
W. Edwards DemingThe main difference between service and manufacturing is the service department doesn't know that they have a product.
W. Edwards DemingInspection 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 DemingThe 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 DemingThe aim proposed here for any organization is for everybody to gain - stockholders, employees, suppliers, customers, community, the environment - over the long term.
W. Edwards DemingHe 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 DemingEighty percent of American managers cannot answer with any measure of confidence these seemingly simple questions: What is my job? What in it really counts? How well am I doing?
W. Edwards DemingIt is important that an aim never be defined in terms of activity or methods. It must always relate directly to how life is better for everyone. . . . The aim of the system must be clear to everyone in the system. The aim must include plans for the future. The aim is a value judgment.
W. Edwards DemingThe biggest cost of poor quality is when your customer buys it from someone else because they didn't like yours.
W. Edwards DemingThe greatest waste โฆ is failure to use the abilities of peopleโฆto learn about their frustrations and about the contributions that they are eager to make.
W. Edwards DemingNew 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 DemingCease 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 DemingA system is a network of interdependent components that work together to try to accomplish the aim of the system. A system must have an aim. Without the aim, there is no system.
W. Edwards DemingProfit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.
W. Edwards DemingYou can see from a flow diagram who depends on you and whom you can depend on. You can now take joy in your work.
W. Edwards Deming