1. Quality Leadership Deming’s 14 Points as described in Total Quality Management by Besterfield et al (Ch. 2)
Presented by Dr. Joan Burtner, Certified Quality Engineer
Associate Prof. of Industrial Engineering and Industrial Management
Mercer University

2. Deming’s Fourteen Points
1. Create and publish the aims and purposes of the organization (Create constancy of purpose for the improvement of production or service *)
 Improve the product or service. Plan for the future
 Make a long-term commitment to quality
 Strategies required to make profits in this quarter only are different from those needed to keep the company in business for the next 20 or 30 years
* alternative phrasing from Devor, Chang and Sutherland text
IDM 355 Fall 2014

3. Deming’s Fourteen Points
2. Learn the new philosophy (Adopt the new philosophy)
 New Philosophy: We cannot accept the levels of errors that could be tolerated in the past.
 Only management is in the position to do something about the vast majority of errors.
IDM 355 Fall 2014

4. Deming’s Fourteen Points
3. Understand the purpose of inspection (Cease dependence on mass inspection).
 Instead, require statistical evidence that quality is built in. You can’t improve quality through inspection.
 100% inspection is like planning for defects.
 In some cases, final inspection may still be required.
IDM 355 Fall 2014

5. Deming’s Fourteen Points
4. Stop awarding business based on price alone (Improve the quality of incoming material).
 End the practice of awarding business on the basis of price tag alone.
 Reduce the number of suppliers.
IDM 355 Fall 2014

6. Deming’s Fourteen Points
5. Improve constantly & forever the system. (Improve constantly & forever the system of production & service)
 Continual reduction of waste
 Continual improvement of quality
 Work on the process instead of the product.
IDM 355 Fall 2014

7. Deming’s Fourteen Points
6. Institute training (Institute modern methods of training.)
 Company supported / financed
 Everyone should be trained in statistical methods
 Training management about the company, training about the customer’s needs, proper training for job
IDM 355 Fall 2014

8. Deming’s Fourteen Points
7. Teach and institute leadership. (Adopt and institute leadership.)
 Supervisor’s job should be to coach workers, assist them in solving problems, not meeting quotas.
 Management must take immediate action on problems of defective parts, lack of maintenance on machines, etc.
IDM 355 Fall 2014

9. Deming’s Fourteen Points
8. Drive out fear, create trust, and create a climate for innovation (Drive Out fear)
 Eliminate fear in the workplace
 Fear will disappear as management improves and as employees develop confidence in management.
IDM 355 Fall 2014

10. Deming’s Fourteen Points
9. Optimize the efforts of teams, groups, and staff areas (Break down barriers between staff areas.)
 Eliminate the “Over the wall” mentality.
 Coordinated effort, teamwork, teams of people in design, engineering, production, & sales.
IDM 355 Fall 2014

11. Deming’s Fourteen Points
10. Eliminate exhortations for the workforce (Eliminate slogans, exhortations, and targets for the workforce.)
 Workers are limited by the system. They need road map to improvement, better materials & equipment .
 The only goals that make sense are internal goals.
IDM 355 Fall 2014

12. Deming’s Fourteen Points
11. a)Eliminate numerical quotas for the work force. b)Eliminate Management by Objective (Eliminate numerical quotas.)
 Deming gives no grades.
 Eliminate work standards
a) Impossible for some, too easy for others, no clues for how to improve
b) Replace with leadership.
 The only permissible number is a plain statement of fact for survival.
IDM 355 Fall 2014

13. Deming’s Fourteen Points
12. Remove barriers that rob people of pride of workmanship. (Remove barriers to pride in workmanship.)
 Involve employees at all levels in the improvement process.
 Supply workers with the proper tools, methods, materials.
IDM 355 Fall 2014

14. Deming’s Fourteen Points
13. Encourage education and self-improvement for everyone. (Encourage education and self-improvement for everyone.)
 Educated people learn new things more easily, are more easily trained for new job.
 People, like the process, should be continuously improving.
IDM 355 Fall 2014

15. Deming’s Fourteen Points
14. Take action to accomplish the transformation. (Take action to accomplish the transformation. )
 Create a management structure that supports these principles.
 Management must be committed and involved.
IDM 355 Fall 2014

16. Contact Information
* alternative phrasing from Devor, Chang and Sutherland text
US Mail:
Mercer University School of Engineering
1400 Coleman Avenue
Macon, GA
Phone: (478)
IDM 355 Fall 2014