1. Total Quality Management
AN INTRODUCTION TO the works of
W. Edwards Deming

2. I Just Want My Phone Call

3. D E M I N G

4. The Deming System of PROFOUND KNOWLEDGE
Dr. W. Edwards Deming ( )
B.S. Electrical Engineering
M.S./Ph.D. Mathematics / Physics
Asked by Gen MacArthur to help JUSE
Statistical Process Control
Father of Total Quality Management
Japanese consider him to be the
MOST INFLUENTIAL NON-JAPANESE
person In the history of Japan.
The Deming System of
PROFOUND KNOWLEDGE

5. Replace
MANAGER or
SUPERVISOR
With
LEADER

6. The 14 Points of Dr. Deming
1. Create Constancy of Purpose for improving Products and Services:
Become Competitive
Stay in Business
Create jobs

7. Quality is
EVERYONE’S
Responsibility
- W. Edwards Deming

8. The 14 Points of Dr. Deming 2. Adopt the New Philosophy
The World is Interconnected
We Compete with EVERYONE
LEADERSHIP must accept the Challenge

9. We Must Continuously Improve
In order to
Stay in
Business

10. The 14 Points of Dr. Deming
3. Cease Dependency on INSPECTION to achieve QUALITY
ELIMINATE the need for INSPECTION on a mass basis
Build QUALITY into the product in the first place

11. I haven’t found anything wrong…yet….
But it’s OK for you to go ahead and WORRY a bit longer…

12. By the time
You
INSPECT it…
It’s
TOO LATE!!!
The Bear
Has Already
Eaten it!!!

14. Inspection is:
Too Late
Ineffective
Too Costly

15. Build QUALITY Into the Product
BEFORE
IT IS INSPECTED

16. “Why not make the work EASIER and MORE INTERESTING so that …
PEOPLE DO NOT HAVE TO SWEAT? 
The Toyota style is NOT to create results by WORKING HARD.
It is a SYSTEM that says there is NO LIMIT to people’s CREATIVITY.
People don’t go to Toyota to ‘work’ they go there to ‘THINK’” – Taiichi Ohno

17. usually means doing something that WE HAVE NEVER DONE BEFORE."
"IMPROVEMENT
usually means doing something that
WE HAVE NEVER
DONE BEFORE." 
- Shigeo Shingo

19. You’re just
another person with
AN OPINION
Without
Data…

20. Would any company buy a payroll system
if it:
Did not have any customer support?
Referred you to a blog site if you had questions?
Required a full-time I.T. person
(but no one was told that)?
Really was an H.R. system that
really wasn’t a good payroll system?
Required lots of man-hours to keep it running?
Did not update properly?

21. How much is that in-house system
REALLY
Costing
Us?

22. The 14 Points of Dr. Deming
4. End the Practice of awarding business on the basis of price tag alone
Instead, minimize TOTAL cost
Move toward a SINGLE SUPPLIER
Develop long-term RELATIONSHIP of TRUST & LOYALTY

24. If you can’t
DESCRIBE WHAT YOU ARE DOING
As a
PROCESS…
Then you
DON’T KNOW WHAT YOU ARE DOING

25. I
Understand
The
Problem.
Have
A PLAN.
NOW…
YOU just
DO what
I TELL YOU!

26. LEADERSHIP
Is the
SINGLE-MOST
IMPORTANT
ELEMENT Of
ANY
ORGANIZATION

27. The 14 Points of Dr. Deming 5. BE FOREVER IMPROVING THE SYSTEM
Improve QUALITY
Improve PRODUCTIVITY
Constantly DECREASE COSTS

29. The 14 Points of Dr. Deming 6. Institute TRAINING on the Job
How many mistakes can be attributed to lack of training?
“Training Costs Too Much”
“We Can’t Stop to Train You!”

31. Keep
Everyone On
Their
Toes!

32. I work so much better if I know that you are going to YELL at me!

33. The 14 Points of Dr. Deming 7. Institute LEADERSHIP
Leaders exist to help the people under them DO A BETTER JOB
Re-cast Supervisors/Managers
Servant Leadership

35. TAYLOR vs DEMING

36. TAYLOR vs DEMING Top-Down Management Servant Leadership
Leader sets expectations
Leader sets goals
Middle management takes directives and sends it to the Worker Bees
Worker Bees have no SAY-SO
Worker Bees are not allowed to improve the system
Worker Bees are Highly Trained
Worker Bees are in charge of Quality
Worker Bees make changes
Middle Management helps Worker Bees implement their ideas
Leaders serve Middle Management and Worker Bees

37. Do
You
Believe
This?

38. The 14 Points of Dr. Deming 8. DRIVE OUT FEAR
No one can work effectively in an environment of fear
Love, Loyalty, Cooperation
Mistakes are the fault of the SYSTEM

39. Do
YOU
Ever
Feel
Like
THIS?

40. NO ONE
Can
Work To
Their
POTENTIAL In An
Atmosphere Of
FEAR

41. The 14 Points of Dr. Deming 9. Break down Barriers between Departments
H.R., Accounting, Sales, Top Brass need to love Payroll
We need to work together

42. Your SYSTEM Is
PERFECTLY
DESIGNED
To give you
THE RESULTS
you are
NOW GETTING.

44. The Answer to
EVERY Problem
is NOT:
More Money
Better Technology
Trying Harder
Working Longer

45. The Answer
To EVERY
PROBLEM Is
LEADERSHIP

47. The 14 Points of Dr. Deming
10. Eliminate Slogans, Exhortations, and Targets for the Workforce
Stop asking for ZERO DEFECTS
EXHORTATIONS create STRIFE
MISTAKES are the fault of the SYSTEM
The SYSTEM is Beyond the Control of the Worker Bee; LEADERSHIP is the answer!

48. The 14 Points of Dr. Deming 11. ELIMINATE: Quotas
Management by Numbers
Management by Numerical Goals
Subsitute LEADERSHIP

50. Quality is…
Pride of Workmanship

51. People want to work for
MORE than a PAYCHECK

52. The 14 Points of Dr. Deming 12. Pride of Workmanship
People want to work for more than a paycheck
Leaders change goal to QUALITY versus sheer numbers
Eliminate merit pay or numerical rewards
Subsitute LEADERSHIP

53. Always be improving
ALWAYS…ALWAYS…ALWAYS…ALWAYS…ALWAYS…ALWAYS…

54. The 14 Points of Dr. Deming
13. Institute a vigorous program of EDUCATION and SELF-IMPROVEMENT
Does not have to be about the job
People have minds that must always be moving, always learning
Cross-Training is essential
If everyone is working at 100%, then you are falling behind

55. Continuous Process Improvement
Includes YOU

57. GET A
WORK-
OUT
BUDDY

58. L E A R N TO B A L R O M D A N C E

60. The 14 Points of Dr. Deming 14. TRANSFORMATION:
Everybody’s job; Every Day
REWARD people who HELP OTHER PEOPLE institute their ideas for improvement
Begins at the TOP

61. If You Are a PEO
Who Is Training Whom?
Who is the Expert?

64. Set
Healthy
Boundaries

65. Have some self-respect
Teach your Team to
Have some self-respect
Set Healthy Expectations

66. Coach
Your
Team
Why
Are We
Inputting
Time
Sheets By
Hand?

67. Coach
Your
Customers
Why
Are
Our
PEO
Clients
Using
Their
Own
System?

68. What Is
The
GOAL?

69. Everyone working at 100% Capacity all the time…
Good or bad?

70. You are ALWAYS going to be BEHIND…If
EVERYONE Is
ALWAYS
Working at
100%
Capacity
Then I
can
GUARANTEE
That…
You are ALWAYS going to be BEHIND…

72. Bought
Some
Non-
Productive
Wineries
In the
Russian
River
Valley

73. Foley’s business philosophy is a practical form of Deming, learned the hard-nosed way, always:
REFINING THE PROCESS
Digging out the
ROOT CAUSE
of flaws. 

74. Craig
Barber
President
American
Blue
Ribbon
Holdings

75. Bill Foley’s
Key To
Continuous
Improvement Is
To Constantly
Ask
Questions

76. It’s hard to make
ANYTHING
FOOL-PROOF
Because
FOOLS
Are so
INGENIOUS

78. Uncontrolled Variation
The
Enemy Of
Quality
Is…
Uncontrolled Variation

79. In dealing With people Recognize, Appreciate, And Value:
Individuality,
Preferences,
Talents,
Learning Styles

80. The GOAL Of QUALITY is to ELIMINATE VARIATION But In Dealing With
PAYROLL
The GOAL Of
QUALITY
is to
ELIMINATE
VARIATION