1. Leadership Deming’s Philosophy-14 points

2. Deming –14 points in a seminar for 21 Presidents of Japan Co in 1950 Create and Publish the Aims and Purposes of the organization Learn the New Philosophy Understand the Purpose of inspection Stop awarding business based on price alone Improve Constantly and Forever Institute Training Teach and Institute Leadership Drive out Fear,Create trust and create a climate for Innovation

3. Deming –14 points Optimize the Effects of Teams,Groups and Staff Eliminate Exhortations For The Work Force Eliminate Numerical Quotas For The Work Force Eliminate Management By MBO Remove Barriers That rob People of Pride Workmanship Educate & Self Improvement For Everyone Management Responsibility

4. Role of Senior Management Establish Quality Policies Develop a Leadership System Management By Field Work (Top Management) Strategy of Decision Making and Problem Solving Strong Information Base Train The Employees Award and Recognition

5. Role of Senior Management Emphasis More on Quality Than Quantity Effective Communication Fix Responsibility on Everyone Role Model Minimize The Resistance to Change of Culture Care For Both Internal and External Customers Appraise periodically

6. Quality Statements  Vision Statements It is Short Declaration of what an organization aspires to be Tomorrow Eg:-FLORIDA POWER & LIGHT Co The Preferred Provider of Safe, Reliable,and cost – effective products and services that satisfy the electric related needs of all customers  Mission Statements A Clear Statements of purpose For Employees, Customers and Suppliers CANDIAN NATIONAL RAILWAYS Eg:- To Meet Customers’ transportation and distribution needs by being the best at moving their goods on time, safely and damage Free.

7. Quality Statements Quality Policy Statements It is a Guide For Everyone in the organization as to how they should provide products and services to the customers. Eg:-JOHNSON & JOHNSON To Make the Product Right First Time and Every Time

8. COMMUNICATION  Two Way Process  Feedback  Simple in Language  Specific to the topic  Written Format  Legally Binding  Decision Making  Interactive and Informal

9. Customer Satisfaction  Customers-Internal & External  Types of Customers Type I:- INSIGNIFICANT CUSTOMERS who knows not what he wants and knows not that he knows that he knows not what he wants  Type II:- HUMBLE CUSTOMERS Who knows not what he wants and knows that he knows not what he wants

10. Customer Satisfaction  Type III:- SLEEPING CUSTOMERS who knows what he wants and knows not that he knows what he wants  Type IV:- MASTER CUSTOMER who knows what he wants and knows that he knows what he wants.

11. FEEDBACK  Comment Card  Customer Questionnaire  Focus Group  Toll-Free Telephone  Customer Visit  Report card  Internet & Computers

12. Benefits of Feed Back  Customer Dissatisfaction  Quality Priorities  Performance Appraisal  Customer Needs-Requirements in Design  Improvements in Every Stage  Customer Retention