Kaoru Ishikawa

“[ Total Quality Management (TQM) is] a term first used to describe a management approach to quality improvement. Since then, TQM has taken on many meanings. Simply put, it is a management approach to long-term success through customer satisfaction. TQM is based on all members of an organization participating in improving processes, products, services and the culture in which they work. The methods for implementing this approach are found in the teachings of such quality leaders as Philip B. Crosby, W. Edwards Deming, Armand V. Feigenbaum, Kaoru Ishikawa and Joseph M. Juran.”

“There is so much to be learned by studying how Dr. Ishikawa managed to accomplish so much during a single lifetime. In my observation, he did so by applying his natural gifts in an exemplary way. He was dedicated to serving society rather than serving himself. His manner was modest, and this elicited the cooperation of others. He followed his own teachings by securing facts and subjecting them to rigorous analysis. He was completely sincere, and as a result was trusted completely.”

“Ishikawa, one of the most famous experts of quality control, mentions the following six points as the unique characteristics of Japanese quality control: CWQC, education and training for quality control, quality control circle, nationwide promotion activities 16 valuation system of quality control, and utilization of statistical skills...”

“In management, the first concern of the company is the happiness of people who are connected with it. If the people do not feel happy and cannot be made happy, that company does not deserve to exist... The first order of business is to let the employees have adequate income. Their humanity must be respected, and they must be given an opportunity to enjoy their work and lead a happy life.”

“90 percent of all problems can be solved by using the techniques of data stratification, histograms, and control charts. Among the causes of nonconformance, only one-fifth or less are attributable to the workers.”

“The fact must be expressed as data, but there is a problem in that the correct data is difficult to catch. So that I always say "When you see the data, doubt it!" "When you see the measurement instrument, doubt it! ... For example, if the methods such as sampling, measurement, testing and chemical analysis methods were incorrect, data ... to measure true characteristics and in an unavoidable case, using statistical sensory test and express them as data.”