W. Edwards Deming’s 14 points on Quality applied in today’s business world

W. Edwards Deming, an electrical engineer and pioneer in the field of quality management in post World War II, formulated his 14 points on quality management in the early 1980s. These principles were outlined in his book “Out of the Crisis,” which was published in 1982.

Although much has changed since the early 80’s when Deming’s 14 points on quality management became foundational to the Total Quality Management (TQM) movement and have had a significant influence on modern quality management practices in various industries, they are still applicable in today’s modern business world where technology, the internet, social media and AI influence the fast-moving business world.

Let’s review the 14 points on quality management and see how they can be applied in the today’s business world to your business:

Create constancy of purpose for improvement

In today’s fast-paced business environment, organizations must maintain a long-term focus on quality improvement despite technological advancements. Your business should have a quality plan with both short-term actions and objectives as well as long term ones.

This involves setting clear quality objectives aligned with the organization’s mission and values, leveraging technology to support these goals.

For example; how can a factory improve variances in package filling by using the latest weighing technology? Or online density meters for powders and liquids which can provide real time data and corrective actions can be suggested to the production line in real time?

Attaining the best quality of output is a long-term goal, explore cutting edge solutions which are better at ensuring quality is the best.

Adopt the new philosophy

The only constant is change. Embrace a culture of continuous improvement and innovation, leveraging technology to drive efficiency, quality, and competitiveness. This might involve adopting new digital tools, platforms, and methodologies to enhance business processes and customer experiences.

For example: How can you improve order taking at a restaurant with tablets and wirelessly feed these orders to the kitchen? If you have this solution, how can you improve to the next level? Does the tablet have the ability to sense the customer and make recommendations on menu items? Can customers book tables with an app and also pre-order menu items?

Utilize innovation and technology to maximize waiting times, wasted time and improve the valuable / customer enjoyment time

Cease dependence on mass inspection

Shift away from reliance on traditional quality control methods to proactive quality assurance practices enabled by technology. Implement real-time monitoring, automated inspection systems, and data analytics to identify and prevent defects before they occur.

This is an area where AI and the internet of thigs can supercharge Quality production, increase yield and FTT ratios through your production system. Many tools are available from online monitoring, data collection and processing in real time, alert, and automated responses to avoid defects and issues.

End the practice of awarding business based on price tag alone

How much competition do we see in many industries based on price only? This is the easiest lever to push for new competitors. How can your company maintain its market position?

Emphasize the value of quality over price in purchasing decisions. Use technology to improve product and service quality, differentiate offerings, and create competitive advantages that go beyond price considerations.

Improve constantly and forever your systems of production and service

Utilize technology to streamline production processes, optimize supply chain management, and enhance service delivery. Implement continuous improvement methodologies such as Lean and Six Sigma supported by digital tools and automation. The principles are the same but the tools can be more advanced and efficient.

Make this part of your company’s culture in finding ways to improve not only products but also services. Can you integrate a 10 min Kaizen discussion into your daily meetings?

Institute training on the job

Train your staff with the philosophy of constant learning and upskilling. Leverage technology to provide employees with ongoing training and development opportunities. Offer e-learning platforms, virtual training sessions, and simulation tools to enhance skills and knowledge in quality management and related areas.

This is one of the 14 points on quality management that does not really change with the times and must continue to be done constantly

Institute leadership

Modern leadership has evolved much from the 80’s to include modern priorities in today’s world like employee’s wellbeing and care, sustainability, and efficiency. Aim to foster leadership that promotes a culture of quality, innovation and thinking outside the box, and employee empowerment.

Use technology to facilitate communication like online meeting tools, collaboration, and decision-making across the organization, enabling leaders to effectively guide quality improvement efforts as well as be closer to the teams operating in the markets and operations.

Drive out fear

Create a supportive and inclusive work environment where employees feel safe to identify and address quality issues through modern leadership with open communication. Utilize technology to facilitate anonymous feedback mechanisms, open communication channels, and transparent reporting systems. These can be through CRM systems with customers or applications which can collect feedback such as employee engagement surveys.

Break down barriers between departments

Breakdown the “silos” in your organization and encourage cross-functional collaboration and teamwork facilitated by technology platforms and digital tools. Encourage communication with modern internet driven tools to conduct effective meetings, use the Tiered meeting system online.

Use project management software, collaboration suites, and workflow automation to streamline communication and coordination between departments. There are many platforms and software that can allow live sharing a collaboration on a project.

Eliminate slogans, exhortations, and targets for the workforce

Instead of relying on slogans and targets, focus on data-driven decision-making and performance metrics enabled by technology. Implement Key Performance Indicators (KPIs), visual dashboards, and analytics to monitor quality performance and drive continuous improvement.

Displaying live performance, modern Andon systems, and use big data to analyze performance and drive recommendations or corrections to production processes. Computer processing power today is many times that in the 80’s when these points were proposed by Deming.

Eliminate numerical objectives

Move away from rigid numerical targets and quotas in favor of quality-driven performance measures, focus on what matters to the customer not only internal stakeholders. Use technology to track and analyze quality metrics in real-time, allowing for dynamic adjustments based on customer feedback and changing market conditions. This can be applied in both the sales and commercial functions as well as the operations.

What do customers expect, what is their definition of good quality, adapt the goal post to adapt to changing market conditions, competition, and customer preferences. Ultimately customer satisfaction drives the business forward not meeting internal dated KPI’s.

One new way to understand customer’s requirements better can be to use social media, and advertising programs to see which type of content/topics and preferences customer react better with. This can help shape and define the meaning of quality better.

Remove barriers to pride of workmanship

Knock down the status quo! Empower employees to take pride in their work by providing the necessary tools, resources, and support. Praise small successes and build positive momentum to create a winning team.

Provide support with the help of modern tools such as technology to automate repetitive tasks, eliminate bureaucratic obstacles, and create opportunities for meaningful contributions and recognition.

Implement a vigorous program of education and self-improvement

Promote lifelong learning and professional development through technology-enabled training programs, mentorship opportunities, and knowledge-sharing platforms. Encourage employees to stay updated on industry trends, best practices, and emerging technologies relevant to quality management through social media, learning and knowledge sharing websites, video content sharing platforms and online media can provide complimentary learning to traditional methods.

Put everyone in the organization to work on the transformation

Foster a culture of shared responsibility and engagement in quality improvement efforts, with also shared success when the organization reaches its goals. Use technology to facilitate collaboration, crowdsourcing, and collective problem-solving across the organization, harnessing the creativity of employees to drive transformative change. Every employee and stakeholders has a part to play in the success of the organization in the constant changing business landscape.

Times have changed, yes, but the 14 points on quality management remain the same and with the use of modern computer processing power and automation larger data sets can be analyzed in real time and drive a production process closer to perfect quality output by applying the same principles.

 

References
The “Out of crisis” book which explains the 14 points on quality management can be purchased online MIT press shop

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