W. Edwards Deming Quotes

Quotes in customer focus

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.


A good question for anybody in business to ask is What business are we in? To do well what we are doing-i.e., to turn out a good product, or good service, whatever it be? Yes, of course, but this is not enough. We must keep asking - What product or service would help our customers more? We must think about the future. What will we be making 5 years from now? 10 years from now?


The moral is that it is necessary to innovate, to predict needs of the customer, give him more. He that innovates and is lucky will take the market.