Question on the Description

Quality Theory Leading Contributors to Theory

W. Edward Deming

Deming, an American scholar whose management and motivation theories were more popular outside the United States, went on to help lay the foundation of Japanese organizational development during their expansion in the world economy in the 1980s. Deming's theories are summarized in his two books, Out of the Crisis and The New Economics, in which he spells out his "System of Profound Knowledge".

Quality Theory Deming’s 14 Points for Management

1. Create a consistency of purpose toward improvement of product and service with the aim to become competitive, stay in business and provide jobs

As a leader, you need to state the same consistent purpose over & over & over & over.

Quality Theory Deming’s 14 Points for Management

2. Adopt a new philosophy:

We are in a new economic age

The customer is in charge

Zero defects

Feature rich

Inexpensive

3. Cease dependence on mass inspections to improve quality

Engineer quality into product/service design.

“Quality at the Source” – each worker is responsible.

If you have to inspect masses, then your process is not well designed or implemented.

Quality Theory Deming’s 14 Points for Management

4. End the practice of awarding business on the basis of price tag alone.

Build relationships with vendors for the long term

Align incentives

Quality Theory Deming’s 14 Points for Management

5. Improve constantly and forever the system of production and service, to improve quality and productivity, and thus constantly decrease cost

Create a culture where everyone is always looking for ways to improve the product or service.

Provide resources to the workers

Quality Theory Deming’s 14 Points for Management

6. Institute training on the job.

Effective training, reinforce, monitor, retrain… continuous.

Quality Theory Deming’s 14 Points for Management

7. Improve leadership

Make quality THE priority

Provide resources necessary

Help people and machines do a better job.

Quality Theory Deming’s 14 Points for Management

8. Drive out fear so that everyone

may work effectively for the

company

Fear of…

Change

Being labeled as a BMW

Losing your job due to increased productivity

Quality Theory Deming’s 14 Points for Mgmt

9. Break down barriers between departments

Process focus vs departmental focus

Customers hate departments

Quality Theory Deming’s 14 Points for Management

Food Hskpg Floor

RN’s MD’s Labs Consult X-Ray

Transport

HIS

Patient Care Spans All Departments

Process Redesign Crosses Functions & Departments

10. Eliminate slogans, exhortations and targets for the workforce that ask for zero defects and new levels of productivity

Cut the BS

Implement the fundamentals so workers can do their job

Quality Theory Deming’s 14 Points for Management

11. Eliminate work standards on the factory floor

Work Standards may result in unintended consequences.

Production quotas

Goals set without the systems to achieve them

Quality Theory Deming’s 14 Points for Management

12. Remove barriers that rob workers of their right to pride in the quality of their work

Remove the “hourly employee” phenomenon

Just putting in my time

Quality Theory Deming’s 14 Points for Management

13. Institute a vigorous program of education and self improvement

Point 6 – on the job training – is specific

Point 13 – generalized education… learning. Puts things in context (like this course).

Quality Theory Deming’s 14 Points for Management

14. Put everybody in the company to work to accomplish the transformation

Acknowledge that quality is everybody’s priority

Quality Theory Deming’s 14 Points for Management