A good question for anybody in business to ask is What business are we in? To do well what we are doing-i.e., to turn out a good product, or good service, whatever it be? Yes, of course, but this is not enough. We must keep asking – What product or service would help our customers more? We must think about the future. What will we be making 5 years from now? 10 years from now?

Deming, W. Edwards

People say things like "the workers are the problem with quality." That's not true. Workers pretty much do what management tells them to do. People think that quality is some undefinable thing that you only know when you see it. ... First, quality is conformance to requirements, not goodness.

CROSBY

Inspection does not improve the quality, nor guarantee quality. Inspection is too late. The quality, good or bad, is already in the product. As Harold F. Dodge said, “You can not inspect quality into a product.”

Deming, W. Edwards

The basic problem anywhere is quality. What is quality? A product or service possesses quality if it helps someone and enjoys a sustainable market. Trade depends on quality.

Deming, W. Edwards

Government service is to be judged on equity as well as on efficiency.

Deming, W. Edwards