Good description of Dr. Deming’s 14 points for quality and improvement is here.
14 points philosophy from Dr. Deming:
1. Constancy of purpose:
Create constancy of purpose toward continual improvement of product and service, with a plan to become competitive and to stay in business.
2. The new philosophy:
We are in a new economic age, created in Japan. Management must awaken to the challenge, must learn their responsibilities, and take on leadership for change.
3. Cease dependence on mass inspection:
Eliminate the dependence on inspection to achieve quality. Eliminate the need for inspection on a mass basis by building quality into the product in the first place.
4. End lowest tender contracts:
End the practice of awarding business on the basis of price tag along. Instead, minimise total cost. Move toward a single supplier for any one item, on a long-term relationship of loyalty and trust.
5. Improve every process:
Improve constantly and forever the system of production and service, to improve quality and productivity, and thus constantly decrease costs.
6. Institute training on the job:
Institute modern methods of training on the job.
7. Institute leadership of people:
The aim of management should be to help people to do a better job. Management is in need of overhaul.
8. Drive out fear: (one of the most important for organization)
Drive out fear so that everyone may work effectively for the company.
9. Break down barriers:
Break down barriers between departments. People in research, design, sales, technology and production must work as a team.
10. Eliminate exhortations:
Eliminate the use of slogans and exhortations for the work force asking for zero defects and new levels of productivity.
Eliminate work standards (quotas). Substitute leadership.
Eliminate management by objective. Substitute leadership.
Eliminate management by numbers, numerical goals. Substitute leadership.
11. Eliminate arbitrary numerical targets:
Eliminate work standards that prescribe quotas for the work force and numerical goals for people in management. The responsibility of managment must be changed from sheer numbers to quality.
12. Permit pride of workmanship:
Remove barriers that rob workers and people in management of their right to having pride in their work. This means, for example, abolishment of the annual or merit rating and of management by objective.
13. Encourage education:
Institute a vigorous programme of education and self-improvement.
14. Top management commitment and action:
Put everybody in the company to work to accomplish the transformation. The transformation is everybody’s job.