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The main difference between service and manufacturing is the service department doesn't know that they have a product.
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
Product
Management
Service
Products
Difference
Differences
Manufacturing
Doesn
Department
Main
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We know what we told him, but we don't know what he heard.
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3% of the problems have figures, 97% of the problems do not.
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If you destroy the people of a company, you do not have much left.
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No requirement of industry is so much neglected as operational definitions.
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The prevailing style of management must undergo transformation. A system can not understand itself. The transformation requires a view from outside.
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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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Long-term commitment to new learning and new philosophy is required of any management that seeks transformation. The timid and the fainthearted, and the people that expect quick results, are doomed to disappointment.
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In God we trust all others bring data.
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We are being ruined by the best efforts of people who are doing the wrong thing.
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You can expect what you inspect.
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What makes a scientist great is the care that he takes in telling you what is wrong with his results, so that you will not misuse them.
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Experience by itself teaches nothing.
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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.
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The average American worker has fifty interruptions a day, of which seventy percent have nothing to do with work.
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Don't expect smart people to listen to you without proof.
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We are here to learn, to make a difference and to have fun.
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If you wait for people to come to you, you'll only get small problems. You must go and find them. The big problems are where people don't realize they have one in the first place.
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Quality is made in the board room. A worker can deliver lower quality, but she cannot deliver quality better than the system allow.
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There is no substitute for knowledge.
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