Deming's 14 Points

1. Create constancy of purpose towards improvement.
2. Adopt a new philosophy (toward poor quality).
3. Cease dependence on mass inspection. Require statistical evidence.
4. End the practice of awarding business based on price.
5. Find problems. It’s managements job to always work on the system.
6. Institute modern methods of training on the job.
7. Institute modern methods of supervision (change from numbers to quality).
8. Drive out fear.
9. Break down barriers between departments.
10. Eliminate numerical goals and slogans that ask for new levels of productivity without providing methods.
11. Eliminate work standards that prescribe numerical quotas.
12. Remove barriers that stand between the hourly worker and his right to pride of workmanship.
13. Institute a vigorous program of education and retraining
14. Top management commitment to other 13 points everyday.

Deming also warns that "people who expect quick results are doomed to disappointment." And, according to Deming, good quality does not necessarily mean high quality; it's whatever the customer wants, i.e., customer driven quality!

Philip B. Crosby | Joseph M. Juran

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