Back to Basics: Rebalance the Power
Is the consumer really always right?
- Quality Progress
- May 2021
- Volume 54 Issue 5
- pp. 56
- Kennedy, Bob
Most people dabbling in quality are quick to quote the populist slogan, “The customer (ultimate consumer) is always right.” Given that all generalizations are false, and W. Edwards Deming’s abhorrence for slogans, we would do well to reflect a little before jumping on this bandwagon.