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Back to Basics: Rebalance the Power
  • Manufacturing, Service

Back to Basics: Rebalance the Power

Is the consumer really always right?

Publication:
Quality Progress
Date:
May 2021
Issue:
Volume 54 Issue 5
Pages:
pp. 56
Author(s):
Kennedy, Bob

Abstract

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.

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