MANAGEMENT – LIB 501

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PRESENTATION
Who is Deming?
 William Edwards Deming
(October 14, 1900 – December
20, 1993) was an American
statistician, professor, author,
lecturer, and consultant. He is
perhaps best known for his work
in Japan.
 He also proposed his so called 85-
15, 85% is system fault, and 15%
is individual workers fault.
 Deming management – the
proposed ideas for making
organizations more responsive,
more democratic and less
wasteful.
Deming Management: the contribution of W.
Edward Deming to improved quality
 Quality should be aimed at the needs of the consumer

 Companies should aim at improving the system, not blaming

the workers

 Improved quality leads to increased market share, increased

company prospect & increased employment

 Quality can be improved on the basis of hard data, using

PDCA cycle
The PDCA cycle

PLAN DO

ACT CHECK
Core TQM Principles: Deliver Customer
Value & Strive for Continuous Improvement

 Total Quality Management (TQM)

Led by top management, supported
throughout the organization for continuous
quality improvement
4 components of TQM
 Make Continuous Improvement A Priority
- improving everything a little bit all the time to achieve
long term quality.
 Get Every Employee Involved
- build teamwork, trust, and mutual respect.
 Listen To And Learn Form Customers And Employees
- pay attention to the customers. Employee listen and learn
from other employees.
 Use Accurate Standards To Identify And Eliminate
Problems
- alert to competitors and improve. Benchmarking.
The four components can be
summarized as two.
 People orientation – everyone involved must
focus on delivering value to customers.

 Improvement orientation – everyone should

work on continuously improving the work
processes.
People Orientation-Focusing everyone
on delivering customer value

 Delivering customer value is the most

important

 People will focus on quality if given

empowerment

 TQM requires training, teamwork, and cross-

functional efforts.
Improvement Orientation-Focusing everyone
on continuously improving work processes

 Continuous improvement:
Defined as ongoing small, incremental
improvements in all parts of organization.
Improvement Orientation-Focusing everyone
on continuously improving work processes

 It’s less expensive to do it right the first time.

 It’s better to do small improvements all the time.

 Accurate standards must be followed to eliminate

small variations.

 There must be strong commitment from top

management.