Total Quality Management (TQM)

Deming's 14 Point Plan for TQM




Edward Deming advice quotes

Quality is everyone's responsibility.

Edward Deming



An Integrated Approach to Quality and Continuous Improvement as a story





Point 1

Create constancy of purpose toward improvement of the product and service so as to become competitive, stay in business and provide jobs.


Successful Company

3 Strategies of Market Leaders



Edward Deming advice quotes

Profit comes from repeat customers that boast about your project or service and that bring friends with them.

Edward Deming




Point 2

Adopt the new philosophy. We are in a new economic age. We no longer need live with commonly accepted levels of delay, mistake, defective material and defective workmanship.


8 Rules for Quality Management

Transition to a Lean Enterprise



Edward Deming advice quotes

Put a good person in a bad system and the bad system wins, no contest.

Edward Deming



Point 3

Cease dependence on mass inspection; require, instead, statistical evidence that quality is built in.


Performance-based Company



Edward Deming advice quotes

You can not inspect quality into the product;
it is already there.

Edward Deming



Point 4

Improve the quality of incoming materials. End the practice of awarding business on the basis of a price alone. Instead, depend on meaningful measures of quality, along with price.


Supply Chain Management

Best Practices




Edward Deming advice quotes

We should work on our process,
not the outcome of our processes.

Edward Deming



Point 5

Find the problems; constantly improve the system of production and service. There should be continual reduction of waste and continual improvement of quality in every activity so as to yield a continual rise in productivity and a decrease in costs.

  TQM 4 Levels of Problem Solving


Edward Deming advice quotes

Scrap doesn't come for free, we pay someone to make it.

Edward Deming



Point 6

Institute modern methods of education and training for all. Modern methods of on-the-job training use control charts to determine whether a worker has been properly trained and is able to perform the job correctly. Statistical methods must be used to discover when training is complete.



Edward Deming advice quotes

All anyone asks for is a chance to work with pride.

Edward Deming



Point 7

Institute modern methods of supervision. The emphasis of production supervisors must be to help people to do a better job. Improvement of quality will automatically improve productivity. Management must prepare to take immediate action on response from supervisors concerning problems such as inherited defects, lack of maintenance of machines, poor tools or fuzzy operational definitions.


Total Quality Management (TQM)

PDSA Cycle

Kaizen and TQM

Lean Manufacturing


Just-in-Time (JIT)



Edward Deming advice quotes

The job can't be finished only improved to please the customer.

Edward Deming



Point 8

Fear is a barrier to improvement so drive out fear by encouraging effective two-way communication and other mechanisms that will enable everybody to be part of change, and to belong to it. Fear can often be found at all levels in an organization: fear of change, fear of the fact that it may be necessary to learn a better way of working and fear that their positions might be usurped frequently affect middle and higher management, whilst on the shop-floor, workers can also fear the effects of change on their jobs.


Barriers to Successful TQM

Continuous Improvement Firm

3 Basic Principles

Kaizen Culture

3 Pillars

Suggestion Systems




Edward Deming advice quotes

Whenever there is fear, you will get wrong figures.

Edward Deming



Point 9

Break down barriers between departments and staff areas. People in different areas such as research, design, sales, administration and production must work in teams to tackle problems that may be encountered with products or service.


Cross-Functional Management (CFM)



8 Principles



Edward Deming advice quotes

If you can't describe what you are doing as a process, you don't know what you're doing.

Edward Deming



Point 10

Eliminate the use of slogans, posters and exhortations for the workforce, demanding zero defects and new levels of productivity without providing methods. Such exhortations only create adversarial relationships.



Edward Deming advice quotes

Hold everybody accountable? Ridiculous!

Edward Deming



Point 11

Eliminate work standards that prescribe numerical quotas for the workforce and numerical goals for people in management. Substitute aids and helpful leadership.


Employee Performance Management

Leading by Serving



Edward Deming advice quotes

The emphasis should be on why we do a job.

Edward Deming



Point 12

Remove the barriers that rob hourly workers, and people in management, of their right to pride of workmanship. This implies, abolition of the annual merit rating (appraisal of performance) and of management by objectives.


14 TQM Slogans at Pentel

Growth 10+ is People 10+

Effective KPIs



Edward Deming advice quotes

The aim must include plans for the future.
The aim is a value judgment.

Edward Deming


Supersmart Employee TQM total quality management  

Point 13

Institute a vigorous program of education, and encourage self-improvement for everyone. What an organization needs is not just good people; it needs people that are improving with education.



Edward Deming advice quotes

Rational behavior requires theory.
Reactive behavior requires only reflex action.

Edward Deming



Point 14

Top management's permanent commitment to ever-improving quality and productivity must be clearly defined and a management structure created that will continuously take action to follow the preceding 13 points.


TQM Practices: Japan vs. the West

Six Sigma

Six Sigma and Quality Revolution at GE



Edward Deming advice quotes

Our customers should take joy in our products and services.

Edward Deming