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Uncontrolled variation is the enemy of quality.
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If you do not know how to ask the right question, you discover nothing.
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Quality is everyone's responsibility.
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People with targets and jobs dependent upon meeting them will probably meet the targets - even if they have to destroy the enterprise to do it.
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Eighty-five percent of the reasons for failure are deficiencies in the systems and process rather than the employee. The role of management is to change the process rather than badgering individuals to do better.
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To successfully respond to the myriad of changes that shake the world, transformation into a new style of management is required. The route to take is what I call profound knowledge - knowledge for leadership of transformation.
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No one knows the cost of a defective product – don't tell me you do. You know the cost of replacing it, but not the cost of a dissatisfied customer.
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Quality is pride of workmanship.
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The result of long-term relationships is better and better quality, and lower and lower costs.
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Learning is not compulsory; it's voluntary. Improvement is not compulsory; it's voluntary. But to survive, we must learn.
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Choice of aim is clearly a matter of clarification of values, especially on the choice between possible options.
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The prevailing system of management has crushed fun out of the workplace.
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Any manager can do well in an expanding market.
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It is not enough that top management commit themselves for life to quality and productivity. They must know what it is that they are committed to - that is, what they must do. These obligations cannot be delegated. Support is not enough; action is required.
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Learning is not compulsory... neither is survival.
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My mother was my biggest role model. She taught me to hate waste. We never wasted anything.
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'Quality' means what will sell and do a customer some good - at least try to.
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p. 17
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A bad system will beat a good person every time.
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You can not define being exactly on time.
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It is important that an aim never be defined in terms of a specific activity or method. It must always relate to a better life for everyone.
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Eliminate numerical quotas, including Management by Objectives.
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Hold everybody accountable? Ridiculous!
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Whenever there is fear, you will get wrong figures.