Deming Route to Quality and Productivity: Road Maps and Roadblocks
This book will supplement and enhance my own works and teaching. Mr. Scherkenbach's masterful understanding of a system, of a process, of a stable system, and of an unstable system are obvious and effective in his work as well as his teaching.Mr. Scherkenbach exposes in a masterful way the inadequacy of zero defects.  It is no longer sufficient just to meet specifications, no longer sufficient to have the customer not complain.  It is necessary, for good business, to have customers that boase about your product or service, stay with you, and bring a friend for new business.I cannot refrain from feeling satisfaction that Mr. Scherkenbach took all my courses at the Graduate School of Business Administration of the New York University over a period of years, and that I have had the pleasure to work with him and learn from him in the Ford Motor Company --W. Edwards Deming, May 1986