Famous Quality Quotes

Don’t let the internal customer take precedence over those with the real money.

There is only one valid purpose of business; to create a customer.

Every process in the organization has a customer- and without a customer, a process has no purpose.

While satisfied customers tend to be loyal customers, loyal customers are not always satisfied customers.

Real profits are generated by loyal customer- not just satisfied customers.

If we take care of customers and employees, everything else takes care of itself.

Change….. before your customers change their minds.

It costs six times as much to get a new customer as to keep a customer you already have.

If you keep your customer happy, they will keep you in business.

The first priority objective of a company should be focused on customers satisfaction rather than profitability.

Customer satisfaction is a measure of product quality .

Quality requirements need to be continuously upgraded to meet customers’ needs.

Quality is not asserted by the supplier; it is perceived by the customer.

Quality, to a great degree, is what the customer says it is.

The customer is always right.

The customer is boss - There never has been… there is not now… and there never will be any boss but the customer. He is the one boss you must please. Everything you own… he has paid for. He buys your home, your cars, your clothes. He pays for your vacations and puts your children through school. He will give you every promotion you will ever obtain during your lifetime… and he will discharge you if you displease him. - “Earl Nightingale”

Small opportunities are often the beginning of great enterprises.

You never get a second chance to make a good first impression.

It is not enough anymore to merely satisfy the customer- Customer must be delighted.

If things are not started with the customer, they may well end without the customer!

If you are not customer driven, you may well be driven out of business!

If we really want to communicate a change in direction and a change in approach, what we need to do as senior managers is demonstrate that we are going to live by a new set of rules and play by these rules.

Today’s good concepts are good only for today.

Change is a friend when we manage it; it is a disaster if we just change to change.

The only thing that is going to remain constant around here is the need for CHANGE!

Quality is about continuously rejecting the status quo.

Happy customer that comes back for more is worth 10 prospects.

-Out of the Crisis (W.Edwards Deming)

One gets a good rating for fighting a fire. The result is visible; can be quantified. If you do it right the first time, you are invisible. You satisfied the requirements. That is your job. mess it up, and correct is later, you become a hero. - Heard in a seminar

-Out of the Crisis (W.Edwards Deming)

One of the main effects of evaluation of performance is nourishment of short-term thinking and short-time performance.

-Out of the Crisis (W.Edwards Deming)

Adjustment of a process that is in statistical control, initiated on appearance of a fault item or a mistake, as it arose from an obvious immediate cause, will only create more trouble, not less. - Lloyd S. Nelson

-Out of the Crisis (W.Edwards Deming)

Mere allocation of huge sums of money for quality will not bring quality.

-Out of the Crisis (W.Edwards Deming)

Incidentally, 200 percent inspection, as usually carried out, is less reliable than 100 per cent inspection for the simple reason that each inspector depends on the other to do the job. Divided responsibility means that nobody is responsible.

-Out of the Crisis (W.Edwards Deming)

You can not inspect quality into a product. - Harold F. Dodge

Quality begins with the intent, which is fixed by management.

-Out of the Crisis (W.Edwards Deming)

Every body doing his best is not the answer. It is first necessary that people know what to do.

-Out of the Crisis (W.Edwards Deming)

Failure of management to plan for the future and to foresee problems has brought about waste of manpower, of materials, of the machine-time, of all which raise the manufacturer’s cost and price that the purchaser must pay.

-Out of the Crisis (W.Edwards Deming)

Being convinced one knows the whole story is the surest way to fail.

- Philip Crosby

If you can’t describe what you are doing as a process, you don’t know what you’re doing.

- W. Edwards Deming

Learning is not compulsory… neither is survival.

- W.Edwards Deming

The real measure of performance is not how you do at your best, but how you do at your worst.

The Ice Cream Maker