W. Edwards Deming Quotes

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It will not suffice to have customers that are merely satisfied. An unhappy customer will switch. Unfortunately, a satisfied customer may also switch, on the theory that he could not lose much, and might gain.

Fear invites wrong figures. Bearers of bad news fare badly. To keep his job, anyone may present to his boss only good news.
There is no such thing as arrival exactly on time. In fact, exactly on time can not be defined.