The customer is the most important part of the production line.
Deming, W. Edwards. (2000). Out of the Crisis – 2nd Edition. Kindle Edition. The MIT Press.
,page 149
The English word ‘marketing’ does not just mean sales; it is in fact a science, the science of knowing such things as: what the people who buy these products month after month think of them, whether they buy them again, and the reasons why.
Mt. Hakone Conference Center Speech to Japanese Leaders, 1950
,from the translated transcript held by JUSE and translated by John Dowd and hosted on Curiousity Cat.
The first step is transformation of the individual. This transformation is discontinuous. It comes from understanding of the system of profound knowledge.The individual, transformed, will perceive new meaning to his life, to events, to numbers, to interactions between people. Once the individual understands the system of profound knowledge, he will apply its principles in every kind of relationship with other people. He will have a basis for judgment of his own decisions and for transformation of the organizations that he belongs to.
The greatest waste in America is failure to use the abilities of people.
Deming, W. Edwards. (2000). Out of the Crisis – 2nd Edition. Kindle Edition. The MIT Press.
,page 46
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. Everyone propels himself forward, or tries to, for his own good, on his own life preserver. The organization is the loser. Merit rating rewards people that do well in the system. It does not reward attempts to improve the system.
Deming, W. Edwards. (2000). Out of the Crisis – 2nd Edition. Kindle Edition. The MIT Press.
,page 87
The main use of consumer research should be to feed consumer reactions back into the design of the product, so that management can anticipate changing demands and requirements and set economical production levels. Consumer research takes the pulse of the consumer’s reactions and demands, and seeks explanations for the findings.
Deming, W. Edwards. (2000). Out of the Crisis – 2nd Edition. Kindle Edition. The MIT Press.
,page 151
The merit rating nourishes short-term performance, annihilates long-term planning, builds fear, demolishes teamwork, [and] nourishes rivalry and politics. It leaves people bitter, crushed, bruised, battered, desolate, despondent, dejected, feeling inferior, some even depressed, unfit for work for weeks after receipt of rating, unable to comprehend why they are inferior. It is unfair, as it ascribes to the people in a group differences that may be caused totally by the system that they work in.
Deming, W. Edwards. (2013). The Essential Deming: Leadership Principles from the Father of Quality. McGraw Hill Education.
,page 27. From The Merit System: The Annual Appraisal: Destroyer of People by W. Edwards Deming.
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.
The most important figures for management are unknowable.
Deming, W. Edwards. (2013). The Essential Deming: Leadership Principles from the Father of Quality. McGraw Hill Education.
,page 85, Quoting Dr. Lloyd S. Nelson. From a memorandum to Donald E. Petersen, then CEO of Ford Motor Company, December 9, 1989
The multiplying effect of an unhappy customer is one of those unknown and unknowable figures, and likewise for the multiplying effect of a happy customer, who brings in business.
Deming, W. Edwards. (2000). Out of the Crisis – 2nd Edition. Kindle Edition. The MIT Press.
,page 9