Words To Work by

WHEN YOUR JOB is to
make the world work better,

its not without its challenges. A
little inspiration can go a long
way toward solving problems
effectively, motivating a team
and fostering personal and pro-
fessional growth.
Inspiration is very personal.
For many quality professionals,
quality quotes are more than
just words. They embody the
essence of their motivation. In
recognition of World Quality
Month, QP asked readers to tell
us the words of wisdom that
resonate with them and why.
Here youll nd quality quotes
that are old and new; spoken
by recognized gurus or created
by readers from all corners of
the world. Each sayings moti-
vational force and their power
to shape the way we think and
work is evident in each accom-
panying personal story.
For some, quality quotes
are profound reminders to do
their best at work and at home.
Others said their favorite quote
reects what they believe to be
qualitys overarching purpose.
Others nd quotes to be a useful
tool for teaching quality prin-
ciples to colleagues.
Only a sampling of submis-
sions is highlighted in print.
Go to this articles webpage on
www.qualityprogress.com to
nd the entire QP collection.
We hope youll be inspired to
add your voice and visit www.
QPQuote.com to customize a
poster to print or share.
Compiled by Megan Schmidt,
contributing editor
Readers share their favorite
quality quotes and reect on
the wisdom of the words
Fun with Quotes:
Visit www.QPQuote.com
to create a custom poster
featuring your favorite qual-
ity quote to print and display,
share on social media or
email to colleagues.
W
o
r
d
s

t
o

W
o
r
k

B
y
QP www.qualityprogress.com 18
QP www.qualityprogress.com 2 November 2013 QP 19
This quote is signicant to me because it is my guiding
principle and personal mantra to fail forward and learn from
my experiences. As a 20-year quality practitioner, I have
learned to truly embrace failed initiatives as windows to
improved efciencies and to learn from missteps to experi-
ence true and sustained success. Success is not sustained
by accidental happenstance, but rather, as
Foster states, by sincere effort, dedication,
and sticking with the plan.
Ronald Bazil, director of audit and compliance,
Childrens Services Council of Palm Beach
County, Boynton Beach, FL
Employees must maintain high standards to produce quality prod-
ucts and keep customers happy. Happy customers ensure repeat
business and job stability. Involvement is the act of engaging a
participant. It implies some professional, personal or emotional
attachment. Involving employees in the operations of the orga-
nization and allowing them to contribute more than their muscle
is very important. A level of trust and honesty must be evident
so that employees work to help satisfy the customer. Success
depends on trust among employees, middle man-
agement and senior management. There should be
trust that everyone is doing his or her job accord-
ing to what is written.
Ing. Luigi Sille, quality manager,
Red Cross Blood Bank Foundation, Curacao
Everyone always says Ill do my best or I did my best
without realizing thats not sufcient. Every sitcom dating
back to The Honeymooners, with bus driver character
Ralph Cramden in the 1950s, is full of characters doing their
best but falling short of their desired outcomewhile creat-
ing entertainment for the rest of us in the meantime. This
quote stresses the importance of acting based on accurate
data and an understanding of underlying
principles and behaviors, rather than acting
based on gut or intuition.
Tony DeMarinis, independent consultant,
Total Quality Management, Warwick, RI
Quality means
doing it right
when no one is
looking.
Henry Ford
Quality is never an accident;
it is always the result of high
intention, sincere effort, intelli-
gent direction, and skillful ex-
ecution; it represents the wise
choice of many alternatives.
Will A. Foster, Gabel-Risdon
Creamery Co.
Its not enough to
do your best. You
must frst know
what to do, and
then do your best.
W. Edwards Deming
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In 50 Words
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by Author Name
This quote aligns with my philosophy as a quality manager,
trainer and advisor. When you choose to take on the role of
quality manager, you must believe in what you are doing,
see it as a mission and be very persistent. Being a quality
manager is one of the most frustrating professions on earth.
You work very hard to see the fruits of your labor, but in the
end, after you reach your goals, it is very satisfying. Never
believe the person who says there is nothing you can do to
make something better.
Mirit Ziman-Shomer, management and quality consultant, Israel
This quote emphasizes perfection and excellence. I
understand this quote to mean work is worship. The
quote has always reminded me to do my work with full
involvement and dedication in personal and professional
contexts. It has motivated me to excel and demonstrate
discipline in every activity and task I perform. It has
inspired me to achieve everything, from being punctual in
the ofce to solving yield and productivity
issues.
Mahantesh Hunagunda, manager of
production and fabrication components,
Bharat Electronics, Bangalore, India
This quote captures why quality is important to me: It
invites effectiveness and efciency. It invites discipline. It
invites familiarity with our work, and that familiarity likely
leads to fewer problems or faster solutions. It invites im-
provement. It invites constructive discus-
sions rather than blame. It invites manage-
ment to convey intent. It invites workforce
awareness of what is expected.
Wally Robinson, STRS Ohio, Columbus
R
em
em
ber, y
ou
r w
ork
m
ay

be on
ly
to sw
eep
a ra
ilw
ay

crossin
g, bu
t it is y
ou
r du
ty

to k
eep
it so clea
n
th
at n
o
oth
er crossin
g in
th
e w
orld
is as clea
n
as y
ou
rs.
Sir M
okshagundam
Vishveshwariah,
Indian engineer and Bharat Ratna
recipient (Indias highest civilian
achievem
ent honor)
All work is a process.
Philip B. Crosby
In the race for
quality, there is
no nish line!
Eliyahu M. Goldratt, business
management guru. (This quote has
also been attributed to David T.
Kearns, former CEO of Xerox)
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In This Area
In 50 Words
Or Less
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by Author Name
November 2013 QP 21
In quality, as in everything else, we are regularly presented
with varying statistics and lists of numbers used to convince
us of one thing or another. A recent example is the unemploy-
ment rate in the Canadian province of Quebec. Depending
on the period examined, the government and the opposition
claim that either thousands of jobs were created or lost. Many
times, the presenter has chosen his or her numbers to reect
the expected trend, and this slant can have
damaging effects on the actual situation being
reported. Ahhh statistics. Truly an art.
Jean-Pierre Amiel, quality project coordinator,
technical services, Montreal Transit Corp., Quebec
Jobs quote on being the yardstick of quality really hits home with
me because I work in healthcare. I believe he used the word yard-
stick to refer to measuring performance outcomes and to be
the organization that others will benchmark against and aspire to
become. More than ever, the healthcare environment has an ex-
pectation of excellence. Those who choose to work in healthcare
must use robust and error-proof processes with meaningful mea-
surements to ensure excellent clinical outcomes.
Nothing is more important than someones life.
Jean Hammelev, executive director of program ofce
and quality, Sonora Quest Laboratories/Laboratory
Sciences of Arizona, Tempe
I think this quote speaks to the root of what
drives quality: culture, systems, management
and alignment. If those elements work properly
and are aligned, an organization is bound to be
pointed in the direction of top qualityor, at
least in the best position pos-
sible to do so.
Brent Brewington, quality
specialist, Kirby Risk Service
Center, Lafayette, IN
Figures
dont lie,
but liars
do figure.
Mark Twain
A
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One needs many tools, and trying to use the same
quality tool for every situation does not work.
Jeanne Yudin, senior quality engineer,
Universal Alloy Corp., Canton, GA
Im always seen as the product stopper or the conveyer
of bad news. However, its important that everyone re-
alizes the value of my contribution and the importance
of it. Without our effort, we would have products of
poor quality and a dented reputation among consum-
ers. My quote represents that the critic
of the product is essential, and without
him or her, the product never succeeds.
Raghavendran Rangarajan, tech lead at
Ingersoll Rand, Chennai, Tamil Nadu, India
Before I retired as a quality professional, I often helped
with various process improvement activities. I dont
remember the source of this quote, but it was a use-
ful comeback to those who sought to improve process
quality after they themselves had ddled with various
variables and held everything else constant. I would ask
them what had been held constant, at what levels and
how they knew they remained constant. It was a sneaky
way of introducing experimental design principles. I made
a 40-year career out of doing this and had a lot of fun.
I hope it made real and lasting process
quality improvements.
Jeff Lackey, former member of the ASQ Board
of Directors, retired self-taught woodworker,
St. Simons Island, GA
C
r
itic
s
a
r
e
c
r
itic
a
l
to
th
e
p
r
o
d
u
c
t.
Variables are.
Constants arent.
Unknown source
I suppose it is tempting,
if the only tool you have
is a hammer, to treat
everything as if it were
a nail.
Abraham Maslow,
psychologist
WORLD QUALITY MONTH
This is what I say when people seem content to merely
achieve their targetsusually specic, measurable,
achievable, relevant and timely (SMART) goals. The
bulls-eye is what gives groups and organizations the
advantage to beat their competition. Its the essence
of continuous improvement to focus on zero defects.
This archery theme also ts in well
with the Chinese saying, 100 shots,
100 centers hit.
Kimo Cummings, independent consultant,
Singapore
This Spanish phrase loosely translates to
giving your all in your assigned or volunteer
task with passion, emotion and commitment.
This motivational quote has served me well
throughout my personal and professional
quality career. It is what pushes me to read
one more page of The ASQ Auditing Hand-
book, to solve one more ASQ Certied Quality
Engineer sample exam problem and to rewrite
another ASQ Certied Manager of Quality/Or-
ganizational Excellence practice essay.
The phrase puts me up to the task of
nishing nal arrangements for the ISO/AS
surveillance audit, organizing an employee
luncheon, assembling a team for an upcom-
ing project, facilitating my ASQ sections
strategic planning session, helping organize a
conference, and preparing for an ASQ Board
of Directors meeting.
Elas Monreal, ASQ Board of
Directors, quality engineer,
Industrial Tool, Die &
Engineering, Tucson, AZ
I work in an FDA-regulated industry and I am constantly asked
by co-workers, Am I allowed to do this or that? Specically,
colleagues who may be unfamiliar with regulationsengineers,
designers and developersoften ask me, What is allowed?
This quote I created is my stock response to those inquiries. Yes,
we have procedures in place to meet quality goals, but not every
procedure covers every situation. Sometimes following those
procedures letter-for-letter is just not practical.
Most quality folks think in black-and-white terms. Unfortunate-
ly, in this gray world we live in, keeping things running smoothly
and meeting goals often involves stepping out of that black-and-
white. How do you do that? With documentation.
And justication for why youre doing it. I later
added legal because, unfortunately, as learned
from experience, you cannot assume that.
Denise Wrestler, director of quality assurance and
regulatory at AutoMedx Inc., Flower Mound, TX
In archery, you
win by aiming
at the bulls-eye,
not by merely
aiming to hit
the target.
Darle
ganas!
You can do w
hat you
w
ant so lon
g as its
docum
ented and
justied. A
nd legal.
November 2013 QP 23
Headline Goes
In This Area
In 50 Words
Or Less
indents.
indents.
indents.
indents.
Deck goes here
by Author Name
This quote is my own. This is important because when failure or
defect occurs, quality and reliability engineers often hurry to do
statistical analyses without truly understanding the physics and
root causes behind the failure. Understanding
the physics of failure is a key to correcting it.
Andre Kleyner, global reliability engineering leader,
Delphi, Kokomo, IN
This quote is important to me in my
work as a quality systems consultant. I
often nd that organizations place more
interest and priority on the production
end than on quality. They dont see the
cost of poor quality when products are
returned, reworked and replaced, and
when schedules and customer percep-
tion are adversely affected. Simply
pushing product out the door without
ensuring the quality of the product is
often counterproductive.
Bill Goss, president and
senior consultant, QSC
Group LLC, Newburyport,
MA
The QP glossary denes quality as, A subjec-
tive term for which each person or sector has
its own denition. Quality denitions from
other institutions allude to a lack of defects or
adequate performance. I created this deni-
tion to reect how customers, regardless of
the product or service received, view quality.
I say it is time for the quality community to
stand up and dene quality the way consum-
ers perceive the term. Ask any consumer what
the sales representative means when he or
she refers to a quality product. They know
that it means that its a good one. Though no
numbers are assigned, a value judgment is im-
plicit. The consumer may respond that, for his
or her purposes, he or she doesnt really need
something of that quality and ask to be shown
something of lesser quality. If the marketplace
knows what quality means, why do those
most responsible for the term avoid or deny
that denition?
Edward Lawson, chief
metrologist and quality engineer,
Gleason Metrology Systems
Corp., Dayton, OH
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.
Quality is the degree of
excellence with which a
product or service fullls
its intended purpose.
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Or Less
indents.
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Deck goes here
by Author Name
WORLD QUALITY MONTH WORLD QUALITY MONTH
The quote is important to me because in life you will be
presented challenges every day that have positive and nega-
tive outcomes. Failure is a part of life and your attitude is key
in whether or not you learn to better prepare yourself for
the future. Every positive and negative experience has parts
that went well from which you can build. There may also be
disappointments, and you can examine what went wrong. A
negative attitude or a belligerently positive attitude can be
blinders when it comes to learning from experiences.
J. Andrew Pratt, international direct distribution advisor,
FedEx, Memphis, TN
Most people take good quality for
granted and dont realize the im-
portance of it until theres a quality
crisis. This behavior seems to be
perennial. I always remind people
to make quality a
priority.
Sng Yang Seng, ST
Electronics Group,
Singapore
This quote motivates me to be my best
regardless of the circumstances. I believe
in moving on and working with enthusi-
asmeven during tough times. Whether
in a personal or organizational context,
you must hold responsibilities on your
shoulders and give your best. Never have a
fear of loss. Accept the end result in good
spirits, make conscious efforts to improve,
believe in yourself and put
in your best for a produc-
tive outcome.
Prateek Dhariwal,
project engineer, Dubai
I added but it matters to the cat to this common old
phrase. The point is that process, not just results, is also
important to the customer and supplier.
We can either do something the right and
best way, or it may be painful.
Doug Krumm, principal project quality
manager, Rockwell Collins, Cedar Rapids, IA
Success is a
learning process,
failure is an
attitude.
T
h
ere is m
ore th
a
n
on
e w
a
y

to sk
in
a
cat
bu
t it m
atters
to th
e cat.
If you have no time
for quality, then why
do you have time for
rework?
D
r
iv
e
o
u
t fe
a
r,
w
o
r
k
w
ith
z
e
s
t.
B
e
a
p
io
n
e
e
r,
d
e
liv
e
r
th
e
b
e
s
t!
November 2013 QP 25
Dozens more quotes and vignettes can be found on this
articles webpage at www.qualityprogress.com.
Visit www.QPQuote.com to design and print or share
your own quote with friends and colleagues.

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WHEN YOUR JOB is to

make the world work better,

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