What is a system? A system is a network of interdependent components that work together to try to accomplish the aim of the system. A system must hav… - W. Edwards Deming

It is important that an aim never be defined in terms of a specific activity or method. It must always relate to a better life for everyone.

Loss of market begets unemployment. Emphasis has been on short-term profit, to the undernourishment of plans that might generate new product and service that would keep the company alive and provide jobs and more jobs. It is no longer socially acceptable performance to lose market and to dump hourly workers on to the heap of unemployed.

Foremost is the principle that the purpose of consumer research is to understand the customer's needs and wishes, and thus design product and service that will provide better living for him in the future. A second principle is that no one can guess the future loss of business from a dissatisfied customer...