no one can guess the future loss of business from a dissatisfied customer. The cost to replace a defective item on the production line is fairly easy to estimate, but the cost of a defective item that goes out to a customer defies measure.
There is no such thing as arrival exactly on time. In fact, exactly on time can not be defined.
Does experience help? No! Not if we are doing the wrong things.
If you change the rule for counting people, you come up with a new number.
The supposition is prevalent the world over that there would be no problems in production or service if only our production workers would do their jobs in the way that they were taught. Pleasant dreams. The workers are handicapped by the system, and the system belongs to the management.
numerical goals set for other people, without a road map to reach the goal, have effects opposite to the effects sought.
Fear invites wrong figures. Bearers of bad news fare badly. To keep his job, anyone may present to his boss only good news.
“We installed quality control.” No. You can install a new desk, or a new carpet, or a new dean, but not quality control. Anyone that proposes to “install quality control” unfortunately has little knowledge about quality control.
Defects are not free. Somebody makes them, and gets paid for making them.
You can learn a lot about ice and still not understand water.
Quotes by W. Edwards Deming that W. Edwards Deming referenced.