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We must satisfy our customers.
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
Customers
Management
Must
Satisfy
More quotes by W. Edwards Deming
Manage the cause, not the result.
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We must understand variation.
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It only takes a little innovation.
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...the most important things we need to manage can't be measured.
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Meeting specifications is not enough.
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Lack of knowledge - that is the problem.
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The most important things cannot be measured.
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Improve quality, you automatically improve productivity.
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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.
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Everyone is a customer for somebody, or a supplier to somebody.
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The main difference between service and manufacturing is the service department doesn't know that they have a product.
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Learning is not compulsory it's voluntary. Improvement is not compulsory it's voluntary. But to survive, we must learn.
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Knowledge is theory. We should be thankful if action of management is based on theory. Knowledge has temporal spread. Information is not knowledge. The world is drowning in information but is slow in acquisition of knowledge. There is no substitute for knowledge.
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It would be a mistake to export western management to a friendly country.
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Management is prediction.
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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
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Management's job is to know which systems are stable and which are not.
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You cannot inspect quality into the product it is already there.
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The questions are more important than the answers.
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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