Cost Quote by W. Edwards Deming
“No one knows the cost of a defective product - don't tell me you do. You know the cost of replacing it, but not the cost of a dissatisfied customer.”
About This Quote
Source Book: Out of the Crisis, W. Edwards Deming, 1982
The hidden cost of defects lies in customer dissatisfaction, not just replacement expenses.
In simple terms: Defects harm reputation and loyalty.
Key Takeaway
Prioritize quality to protect customers.
Themes
quality
customer satisfaction
cost
business
process improvement
Mood
analytical
practical
Type
business
educational
When to use this quote
- product design
- service industry
- manufacturing
- retail
Key Concepts
total quality management
economics
customer experience
Questions to Reflect On
- How can you measure hidden dissatisfaction?
- What systems prevent defects early?
A Different Perspective
Focusing only on replacement costs ignores long‑term brand damage.
![“[Photography is ] likewise even French impressionists. So the Sculls bought pop. It was politics, and they moved with it. And I think that could be happening, to some degree, with photography, too. It doesn't cost as much to do it, either.” quote by Garry Winogrand](https://sms4smile.com/quotes/img-quotes/2eb/garry-winogrand-2342_cost_photography-is-likewise-even-french-impr_2802.jpg)
