Competition should not be for a share of the market-but to expand the market.
W. Edwards DemingRead
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.
Interpretation
What this quote means
This quote emphasizes the hidden costs associated with customer dissatisfaction beyond just replacing a defective product.
W. Edwards Deming highlights the often-overlooked implications of defects in products, stating that while one might understand the financial impact of rectifying such defects, the deeper, intangible costs arise from customer dissatisfaction. This dissatisfaction can lead to lost customers and damage to a brand's reputation, which are not immediately quantifiable but can have significant consequences on a business's long-term success.
Themes
QualityCustomer SatisfactionDefective ProductBusinessCosts
In practice
Example use cases
In a business meeting discussing product quality, this quote can emphasize the importance of customer feedback.
More from W. Edwards Deming
All quotes βThe job can't be finished only improved to please the customer.
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Don't expect smart people to listen to you without proof.
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Quality begins with the intent, which is fixed by management.
W. Edwards DemingRead
Learn the basics of analytics and people will love you. If you don't have time to learn, hire someone.
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Just because you can measure everything doesn't mean that you should.
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