1. Theoretical Basis of the Quality Movement
Presented by Dr. Joan Burtner
Certified Quality Engineer
Associate Professor of
Industrial Engineering and Industrial Management
Mercer University

2. Quality Time Line (part 1)
Late 1800’s
Taylorism
Scientific Management
1920’s
Shewhart
Statistical approach
Process variation
1930’s
Dodge and Romig
Acceptance Sampling
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

3. Quality Time Line (part 2)
1950’s
Deming
Top Management Responsibility
Statistically-based approach to quality
1980’s
US industrial leaders begin to embrace quality
Deming and Taguchi
Push quality upstream into engineering design
2000 and beyond
Institutionalization of quality
Global marketplace
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

4. Deming’s Fourteen Points
1. 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
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

5. Deming’s Fourteen Points
2. 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.
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

6. Deming’s Fourteen Points
3. 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.
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

7. Deming’s Fourteen Points
4. Improve the quality of incoming material .
 End the practice of awarding business on the basis of price tag alone.
 Reduce the number of suppliers.
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

8. Deming’s Fourteen Points
5. Improve constantly & forever the system of production & service.
 Continual reduction of waste
 Continual improvement of quality
 Work on the process instead of the product.
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

9. Deming’s Fourteen Points
6. Institute modern methods of training.
 Company supported
 Training management about the company, training about the customer’s needs, proper training for job.
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

10. Deming’s Fourteen Points
7. 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.
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

11. Deming’s Fourteen Points
8. Drive Out Fear
 Eliminate fear in the workplace
 Fear will disappear as management improves and as employees develop confidence in management.
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

12. Deming’s Fourteen Points
9. Break down barriers between staff areas.
 Eliminate the “Over the wall” mentality.
 Coordinated effort, teamwork, teams of people in design, engineering, production, & sales.
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

13. Deming’s Fourteen Points
10. Eliminate slogans, exhortations, and targets for the workforce.
 Need road map to improvement, better materials & equipment .
 The only goals that make sense are internal goals.
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

14. Deming’s Fourteen Points
11. 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.
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

15. Deming’s Fourteen Points
12. Remove barriers to pride in workmanship.
 Involve employees at all levels in the improvement process.
 Supply workers with the proper tools, methods, materials.
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

16. Deming’s Fourteen Points
13. 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.
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

17. Deming’s Fourteen Points
14. Take action to accomplish the transformation.
 Create a management structure that supports these principles.
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering

18. Dr. Joan Burtner, Associate Professor of Industrial Engineering
Contact Information
US Mail:
Mercer University School of Engineering
1400 Coleman Avenue
Macon, GA
Phone: (478)
ISE 327 Fall 2009
Dr. Joan Burtner, Associate Professor of Industrial Engineering