Deming’s 14 Points

for
Total Quality Management
Wade Allen
Nicole Bush
Michael Graham
Dave Isham
Kathryn Hilker
Overview

„ History of Dr. W. Edwards Deming

„ The 14 Points Explained
„ Criticisms of the 14 Points
„ Concluding Thoughts
History of
Dr. W. Edwards Deming
„ Born in 1900
„ 1928 – Received PhD in Physics
„ 1946 – Led formation of American Society for Quality
Control
„ mid-1940s – TQM developed
„ late 1940s – Introduced statistical quality control to
Japan
„ 1951 – Japan created Deming Award
„ 1970s-1980s – Ford, IBM, Xerox adopt TQM
„ 1980 – Deming “Discovered” in America
1. Create a Vision and
Demonstrate Commitment
„ Management must find core
values and goals
„ Involve all employees
„ Maintain a constancy of
purpose
„ Application:
„ Establish a policy
„ Invest in research and
education
Illustration by Pat Oliphant
„ Always work on www.managementwisdom.com/free.html

improvement
2. Learn the New Philosophy

„ Work more toward

QUALITY rather than
quantity
„ Do not tolerate errors and
faulty workmanship
„ Application:
„ Focus on the customer’s
needs, not on the
competition
Illustration by Pat Oliphant
„ Establish an understanding www.managementwisdom.com/free.html
as to what kind of work is
acceptable from employees
3. Understand Inspection

„ Workers depend too much

on inspection
„ Inspection is never 100%
accurate and is costly
„ Use inspection as an
information tool
„ Application:
„ Encourage workers to take
responsibility in their work
Illustration by Pat Oliphant
www.managementwisdom.com/free.html
4. Stop Making Decisions
Purely on the Basis of Cost
„ Judge incoming materials
by both quality and price
„ Focus on minimizing total
cost not initial cost
„ Work toward long-term
relationships with suppliers
„ Application:
„ Reduce variation by using
fewer suppliers
„ Use statistical evidence to Illustration by Pat Oliphant
www.managementwisdom.com/free.html
choose suppliers
5. Improve Constantly and
Forever
„ Reject notion that things are
ever “good enough”
„ Necessary in both Design
and Operations
„ Less Variation, Lower Cost
„ Application:
„ Market Surveys, World
Class
„ System for regular
performance review Illustration by Pat Oliphant
www.managementwisdom.com/free.html
6. Institute Training

„ People are the most

valuable resource
„ Reduces Barriers
„ Ancillary Skills
„ Analyzing
„ Diagnosing
„ Best People to Train
„ Application:
„ Production Floor Training
Illustration by Pat Oliphant
„ Training “Department” www.managementwisdom.com/free.html
7. Institute Leadership

„ Job of management is to
Lead, not Supervise
„ Focus on process
improvements, not quotas
„ Know the work
„ Application:
„ Accountability for quality
„ Forgive a mistake

Illustration by Pat Oliphant

www.managementwisdom.com/free.html
8. Drive Out Fear

„ Underlies many of Deming’s

14 Points
„ First that should be
implemented
„ Many Fears- all have to be
recognized
„ Application:
„ 180° Accountability
„ Continue to be sensitive
„ BAF “safety” record Illustration by Pat Oliphant
www.managementwisdom.com/free.html
9. Optimize the Efforts of
Teams
„ Teamwork destroys barriers
„ Barriers occur when:
„ Managers fear losing power
„ Employees compete for
raises and ratings
„ Lack of cooperation leads to
poor quality
„ Application:
„ Restructure into teams that
support processes
„ Aim for consensus rather Illustration by Pat Oliphant
www.managementwisdom.com/free.html
than compromise
10. Eliminate Exhortations

„ Exhortations typically
assume all quality problems
are behavioral
„ They overlook the source of
many problems—the
system
„ Application:
„ Improve quality with
statistical thinking & training
Illustration by Pat Oliphant
„ Motivate with leadership & www.managementwisdom.com/free.html
trust instead of slogans
11. Eliminate Numerical Quotas,
Management by Objective
„ Quotas and Objectives
often used to punish, not
encourage
„ Can cause workers to short-
cut quality to reach the goal
„ Application:
„ Provide ongoing feedback
based on quality indicators
„ Emphasize the means
(quality) as much as the Illustration by Pat Oliphant
results www.managementwisdom.com/free.html
12. Remove Barriers to Pride in
Workmanship
„ Performance appraisals can
destroy teamwork and foster
mediocrity
„ Deming sorted non-system
performance statistically:
„ Superior performance – reward
„ Inferior performance – train or
replace
„ Application:
„ Ask “What keeps you from
doing better?” - act on answers Illustration by Pat Oliphant
www.managementwisdom.com/free.html
„ Recognize results and quality
over problems
13. Encourage Education and
Self-Improvement
„ Education outside of
specific job skills
„ Responsibility to improve
value of individuals
„ Can stimulate innovation
„ Application:
„ Pay for “work-related”
courses
„ Provide course information
„ Encourage office clubs Illustration by Pat Oliphant
www.managementwisdom.com/free.html
14. Take Action to Transform

„ Change includes everyone

„ Change begins at the top
„ “Quality is made in the
boardroom….Limitations on
quality are also made in the
boardroom” –Deming
„ Application:
„ Lead by example
„ Provide training
„ Implement with cross-
functional teams Illustration by Pat Oliphant
www.managementwisdom.com/free.html
Criticisms of the 14 Points

„ They are redundant.

„ Could indicate inadequate understanding
„ If it helps to condense the points, do it
„ They lack specific direction.
„ This is intentional - Deming wanted people to study
his ideas and derive their own approaches
„ The 14 points are a framework or foundation for
application, not a prescriptive approach
Concluding Thoughts…

„ A philosophy, not a program

„ Applies anywhere and everywhere
„ Challenge: Use Deming’s 14 Points as a guide to
write out a personal management philosophy.
References
„ The W. Edwards Deming Institute Webpage
http://deming.org
„ “Chapter 3: Philosophies and Frameworks” pp. 100-106
The Management and Control of Quality, Sixth Edition, 2005,
James R. Evans & William M. Lindsay
„ Pat Oliphant Illustrations
http://www.managementwisdom.com/free.html
„ “Total Quality in Education, Lesson 6 - Integrating the Principles”
http://www.tqie.com/lesson 6.html
„ “Deming’s 14 Point Plan for TQM” by D. Wilson, 1995
http://www.educesoft.com/quality/demming.htm
„ “W. Edwards Deming’s Fourteen Points and Seven Deadly Diseases of Management”
http://www.endsoftheearth.com/Deming14Pts.htm
„ “Total Quality Management”
http://tkdtutor.com/05Instructors/TQM.htm
„ “Quality Management: Deming’s 14 Points for Management”
http://www
„ “Decades-old Management Advice Has Value for the Future” by Ronald Swift, 10/11/2001
http://www.infoworld.com/articles