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No one can measure the loss of business that may arise from a defective item that goes out to a customer.
W. Edwards Deming
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W. Edwards Deming
Age: 93 †
Born: 1900
Born: October 18
Died: 1993
Died: December 20
Composer
Economist
Engineer
Industrial Engineer
Statistician
University Teacher
Sioux City
Iowa
William Edwards Deming
W.E. Deming
W. E. Deming
Management
Loss
Item
Risk
Defective
Goes
Items
Business
Customer
May
Arise
Customers
Measure
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Manage the cause, not the result.
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Lack of knowledge - that is the problem.
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Does the customer invent new product or service? The customer generates nothing. No customer asked for electric lights. There was gas and gas mantles, which gave good light.
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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.
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The greatest losses are unknown and unknowable.
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Everyone is a customer for somebody, or a supplier to somebody.
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Confusing common causes with special causes will only make things worse.
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You do not find knowledge in a dictionary, only information.
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The system that people work in and the interaction with people may account for 90 or 95 percent of performance.
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The aim of education should be to preserve and nurture the yearning for learning that a child is born with.
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Management's job is to know which systems are stable and which are not.
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The job can't be finished only improved to please the customer.
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Divide responsibility and nobody is responsible.
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You can not hear what you do not understand.
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Don't expect smart people to listen to you without proof.
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A rule should suit the purpose.
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We are being ruined by the best efforts of people who are doing the wrong thing.
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Monetary rewards are not a substitute for intrinsic motivation.
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Management of outcomes may not be any more than a skill. It does not require knowledge.
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It only takes a little innovation.
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