“Quality means meeting customers' (agreed) requirements, formal and informal, at lowest cost, first time every time.”

— Robert L. Flood

Robert L. Flood (1993) Beyond TQM. p. 42.

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Robert L. Flood 12

British organizational scientist 1959

Armand V. Feigenbaum (1922–2014) American businessman

Source: Quality Control: Principles, Practice, and Administration. 1951, p. 1

“There is one rule for the industrialist and that is: Make the best quality of goods possible at the lowest cost possible, paying the highest wages possible.”

Henry Ford (1863–1947) American industrialist

Variant: There is one rule for the industrialist and that is: Make the best quality of goods possible at the lowest cost possible, paying the highest wage possible.

“As contractors began to understand project management better and stronger cost control became a requirement, the definition of success changed. Success came to be defined as accomplishing the effort on time, within budget, and at an acceptable level of quality.”

Harold Kerzner (1940) American engineer, management consultant

Source: In search of excellence in project management (1998), p. 24

“A good technical writer, trying not to be obvious about it, but says everything twice: formally and informally. Or maybe three times.”

Donald Ervin Knuth (1938) American computer scientist

AI Podcast, December 30, 2019, Algorithms, Complexity, Life, and The Art of Computer Programming https://www.youtube.com/watch?v=2BdBfsXbST8,

“In business, the followers are the customers. To produce these customers, the entire corporation must be viewed as a customer-creating and customer satisfying organism. Management must think of itself not as producing products but as providing customer creating value satisfactions. It must push this idea (and everything it means and requires) into every nook and cranny of the organization.”

Theodore Levitt (1925–2006) American economist and professor at Harvard Business School

Source: Marketing Myopia, 1960, p. 20-21

“I think everyone is nervous the first time they meet a new boyfriend’s family and it doesn’t make you less nervous when it’s a royal couple. You always want to give a good first impression. The first meeting being nice, means a lot.”

Princess Marie of Denmark (1976) Danish princess

The nerve-racking first meeting, Royalista

“Institutions are the humanly devised constraints that structure political, economic, and social interactions. They consist of both informal constraints (sanctions, taboos, customs, tradition, and code of conduct) and formal rules”

Douglass C. North (1920–2015) American Economist

constitutions, laws, property rights
Source: Institutions (1990), p. 97; As cited in: Oliver E. Williamson (1996) The Mechanisms of Governance. p. 4

“Each system is unique. However, by capitalizing on similarities we can reduce the time, effort, and cost for some or all of them, and thus the quest for formalized design methods becomes more attractive.”

Harold Chestnut (1917–2001) American engineer

Source: Systems Engineering Tools, (1965), Systems Engineering Methods (1967), p. vii

“There is something exceedingly ridiculous in the composition of monarchy; it first excludes a man from the means of information, yet empowers him to act in cases where the highest judgment is required.”

Thomas Paine (1737–1809) English and American political activist

1770s, Common Sense (1776)

“It was no accident that I found my way to Götz at the time [c. 1960-62]. This 'Informal' element runs through every picture I've painted, whether it's a landscape, or a family painted from a photograph, or the Colour Charts or a Grey picture. And so now it is a pursuit of the same objectives by other means... As I now see it, all my paintings are 'Informal'.... except for the landscapes, perhaps... The 'Informal' is the opposite of the constructional quality of classicism – the age of kings, of clearly formed hierarchies.”

Gerhard Richter (1932) German visual artist, born 1932

Source: after 2000, Doubt and belief in painting' (2003), p. 42, note 45 : quote on his period of Informal art

“Quality means meeting customers' (agreed) requirements, formal and informal, at lowest cost, first time every time.”

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