ABSTRACT
W. Edwards Deming’s 14-point program constitutes the core of his recommendations for achieving quality excellence through continuous improvement. While each point can be addressed separately, it is the synergistic implementation that will provide a total quality management focus for the organization. His philosophy places the responsibility for quality improvement in the hands of management as well as in the hands of the employees. For many organizations, this philosophy forces radical changes in management approaches and work processes. It requires a complete reassessment of past and present modes of operation. Numerical goals, quotas, and incentive structures will have to be changed or even eliminated. Organizations must develop new policies of supplier relationships, cultivate intolerance for defective materials and services, and start significant new training and education programs. All of these activities will create major changes in the organization, the relationships between mangers and employees, the work process, and the relationship with the customer.
