It’s not enough to merely satisfy the customer; customers must be “delighted” – surprised by having their needs not just met, but exceeded.
The business process starts with the customer. In fact, if it is not started with the customer, it all too many times abruptly ends with the customer.
[An organization is] a collection of choices looking for problems…solutions looking for issues…and decisions makers looking for work.
Michael Cohen and James March
There are no absolutes where quality is concerned. Quality is a comparative concept, and is and always will be dynamic. That is why no one has ever reached the optimum. It does not exist, and never can.
Customers are satisfied or not with the quality of products and services. In other words, the only thing an enterprise can offer customers is quality. All other indices relate to internal management. This is the first meaning of quality first.
Quality is not the exclusive province of engineering, manufacturing, or, for that matter, services, marketing, or administration. Quality is truly everyone’s job.
John R. Opel (IBM)
A market is never saturated with a good product but it is very quickly saturated with a bad one.
Henry Ford (Ford)
An eye to the future, an ear to the ground.
General Motors (slogan)
A business that misuses what it has will continue to misuse what it can get. The point is—cure the misuse.
Ford and Crowther
I hear, I forget.
I see, I remember.
I do, I understand.
Whistle while you work. The Seven Dwarfs
Garbage in, garbage out. Anonymous
No one desires what is unknown. Ovid
Progress is impossible without the ability to admit. Imai
The economic losses from the fear are appalling. To ensure better quality and productivity, it is necessary that people feel secure.
Management is the efficiency in climbing the ladder of success; leadership determines whether the latter is leaning against the right wall.
In an ideal world, inspection should not be necessary, and the goal should always be to minimize the need for inspection through the continuous improvement of processes.
Many managers would agree that the effectiveness of their expectations of their organizations would be least doubled if they could discover how to tap the unrealized potential present in their human resources.
Small improvements are believable and therefore achievable.