Some Thoughts on Total Quality
-by unknown authors

1. Fighting change is like holding your breath – if you persist you die.

2. Quality is not what a maker puts into his product, but what a buyer gets out of it.

3. Only 15% of mistakes are made by people; the remaining 85% are the result of organisational or systems changes that only management can correct.

4. You never get a second chance to make a first impression. You never get the chance to repeat yesterday’s performance.

5. It costs five times as much to acquire new customers as to retain and service an old one.

6. Quality brings in revenue and saves costs – but it also gives pleasure and satisfaction to employees and creates a contagious and self-reinforcing sense of pride and team spirit.


I found the above wise words from unknown authors meaningful esp point 3.

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