In our 17th episode of Deming Speaks, this 18-minute excerpt from a lecture by Dr. Deming (which follows the content in episode #16) includes his thoughts on the following topics:

1. What do you think we ought to do?
2. Where's the crisis?
3. Customer expectations
4. Who asked for pneumatic tires?
5. Where does innovation come from?
6. Where are the makers of carburetors?
7. A system must include the future
8. What business are we in?
9. Bell Telephone Laboratories
10. What product or service would help our customers more?
11. Zero defects, no jobs