our system of make-and-inspect, which if applied to making toast would be expressed: “You burn, I’ll scrape.”
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. The first electric lights had carbon filaments. They were fragile and inefficient. No customer asked for photography. No customer asked for the telegraph, nor for a telephone. No customer asked for an automobile. We have horses: what could be better’? No customer asked for pneumatic tires. Tires are made of rubber. It is silly to think of riding on air. The first pneumatic tires in the United States were not good. The user had to carry with him rubber cement, plugs, and a pump, and know how to use them.
No defects, no jobs. Absence of defects does not necessarily build business… Something more is required.
As I use the term here, the job of a leader is to accomplish transformation of his organization. He possesses knowledge, personality, and persuasive power.
An operational definition is a procedure agreed upon for translation of concept into measurement of some kind.
The greatest waste in America is failure to use the abilities of people.
Money and time spent for training will be ineffective unless inhibitors to good work are removed.
The transformation can only be accomplished by man, not by hardware (computers, gadgets, automation, new machinery). A company can not buy its way into quality.
The idea of a merit rating is alluring. The sound of the words captivates the imagination: pay for what you get; get what you pay for; motivate people to do their best, for their own good.
The effect is exactly the opposite of what the words promise.
It is wrong to suppose that if you can’t measure it, you can’t manage it – a costly myth.
Quotes by W. Edwards Deming that W. Edwards Deming referenced.