Help with a Deming Quote

C

CliffK

#1
If I recall correctly, there's a Deming quote to this effect, "Quality is not the absence of defect. Quality is the presence of value."

Could some kind soul confirm, possibly with a reference?

Or did I just dream this?

Thanks.
 
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Jim Wynne

Staff member
Admin
#2
If I recall correctly, there's a Deming quote to this effect, "Quality is not the absence of defect. Quality is the presence of value."

Could some kind soul confirm, possibly with a reference?

Or did I just dream this?

Thanks.
I seem to recall seeing it attributed to Ishikawa, but I have no reference.
 

Jim Wynne

Staff member
Admin
#3
Over here I found this:
A critical step in this process is defining exactly what constitutes data quality for an organisation for as John Guaspari's discusses in his book, “The Customer Connection”, quality is not just the absence of defects as determined by the producer but also the presence of value as determined by customers.
 
F

Frank T.

#4
CliffK,

I believe the quote you are referring to goes something like this:

"Quality is just not the absence of defects (Backward looking) But the presence of value (Forward looking). Looking only at the quality of conformance gives us a mind set of ABSENCE OF PROBLEMS as the aim. The quality process must add value." ISHIKAWA
 
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Steve Prevette

Deming Disciple
Staff member
Super Moderator
#5
In The New Economics (page 10 - 13), Dr. Deming does write:

No Defects, no jobs. Absence of defects does not necessarily build business, does not keep the plant open. Something more is required. In the case of automobiles, for example, the customer - the one that keeps the plant open and running - may be interested in performance. ...

Performance and style, whatever these words mean in the minds of the customers, must show constant improvement. Zero defects is not sufficient.

====

I believe Dr. Ackoff has also spoken about defects - that the removal of defects does not necessarily leave one with a superior product. He gives the example of a TV remote. You may "eliminate defects" by flipping from one defective show to the next, but your actions do nothing to CREATE a better show.
 
C

CliffK

#6
CliffK,

I believe the quote you are referring to goes something like this:
"Quality is just not the absence of defects (Backward looking) But the presence of value (Forward looking). Looking only at the quality of conformance gives us a mind set of ABSENCE OF PROBLEMS as the aim. The quality process must add value." ISHIKAWA
Thank you. This is exactly what I was looking for.

Here's a bit of context--I've been working with an organization whose CEO came up with a very succinct quality policy, stating that the aim of the organization is to create and increase value for all stakeholders.

The Ishikawa quote is so pithy, I'm going to suggest they put it on the cover of the quality manual and make it the mandatory computer screen saver.

That got me to thinking about how the concept of value can permeate an organization and its QMS, especially when you (as Jim Wynne has done in this thread) consider value from the viewpoint of the recipient. It casts a bright light on topics like process measurement and customer satisfaction.

Ref McGregor's dusty old tome The Human Side of Enterprise.
 
C

CliffK

#8
In The New Economics (page 10 - 13), Dr. Deming does write:

No Defects, no jobs. Absence of defects does not necessarily build business, does not keep the plant open. Something more is required. In the case of automobiles, for example, the customer - the one that keeps the plant open and running - may be interested in performance. ...

Performance and style, whatever these words mean in the minds of the customers, must show constant improvement. Zero defects is not sufficient.

====

I believe Dr. Ackoff has also spoken about defects - that the removal of defects does not necessarily leave one with a superior product. He gives the example of a TV remote. You may "eliminate defects" by flipping from one defective show to the next, but your actions do nothing to CREATE a better show.
Thanks, Steve. That is helpful also.
 

Jim Wynne

Staff member
Admin
#9
I've cited it here before, but I also like the Stanley Marcus (of Neiman-Marcus) definition of "quality": Selling products that don't come back, to customers who do.
 
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