Quality Management:

Total Quality Management (TQM)

Deming's 14 Point Plan for TQM

An Integrated Approach to Quality and Continuous Improvement


By: Edward Deming

Point 1: Create constancy of purpose toward improvement of the product and service so as to become competitive, stay in business and provide jobs.

Kaizen: 5 Principles

Create Customer Value: 10 Lessons from Konosuke Matsushita

Implementing Kaizen: 7 Conditions

Point 2: Adopt the new philosophy. We are in a new economic age. We no longer need live with commonly accepted levels of delay, mistake, defective material and defective workmanship.

8 Rules for Quality Management

Areas Targeted by TQM in Japan

Point 3: Cease dependence on mass inspection; require, instead, statistical evidence that quality is built in.

Point 4: Improve the quality of incoming materials. End the practice of awarding business on the basis of a price alone. Instead, depend on meaningful measures of quality, along with price.

Point 5: Find the problems; constantly improve the system of production and service. There should be continual reduction of waste and continual improvement of quality in every activity so as to yield a continual rise in productivity and a decrease in costs.

Problem Solving Strategies: 4 Levels

Creative Problem Solving: Switching Perceptions

Turn Problems to Opportunities: 6 Tips

Point 6: Institute modern methods of training and education for all. Modern methods of on-the-job training use control charts to determine whether a worker has been properly trained and is able to perform the job correctly. Statistical methods must be used to discover when training is complete.

Point 7: Institute modern methods of supervision. The emphasis of production supervisors must be to help people to do a better job. Improvement of quality will automatically improve productivity. Management must prepare to take immediate action on response from supervisors concerning problems such as inherited defects, lack of maintenance of machines, poor tools or fuzzy operational definitions.

Point 8: Fear is a barrier to improvement so drive out fear by encouraging effective two-way communication and other mechanisms that will enable everybody to be part of change, and to belong to it. Fear can often be found at all levels in an organization: fear of change, fear of the fact that it may be necessary to learn a better way of working and fear that their positions might be usurped frequently affect middle and higher management, whilst on the shop-floor, workers can also fear the effects of change on their jobs.

Why Change Fails: 8 Common Errors

Point 9: Break down barriers between departments and staff areas. People in different areas such as research, design, sales, administration and production must work in teams to tackle problems that may be encountered with products or service.

Winning Team: 7 Elements

Point 10: Eliminate the use of slogans, posters and exhortations for the workforce, demanding zero defects and new levels of productivity without providing methods. Such exhortations only create adversarial relationships.

Point 11: Eliminate work standards that prescribe numerical quotas for the workforce and numerical goals for people in management. Substitute aids and helpful leadership.

Leadership vs. Management

Leadership-Management Synergy

Results-based Leadership

Point 12: Remove the barriers that rob hourly workers, and people in management, of their right to pride of workmanship. This implies, abolition of the annual merit rating (appraisal of performance) and of management by objectives.

Point 13: Institute a vigorous program of education, and encourage self-improvement for everyone. What an organization needs is not just good people; it needs people that are improving with education.

Point 14: Top management's permanent commitment to ever-improving quality and productivity must be clearly defined and a management structure created that will continuously take action to follow the preceding 13 points.


Areas Targeted by TQM in Japan

TQM Practices: Japan vs. the West

14 TQM Slogans at Pentel, Japan

Six Sigma



Kaizen Mindset

Quick and Easy Kaizen (Mini-Kaizen)

Kaizen and TQM

Implementing Kaizen: 7 Conditions

Kaizen vs. Kaikaku

Kaizen and Innovation


Continuous Improvement Firm (CIF)

3 Basic Principles

PDSA Cycle

Suggestion Systems

Japanese-style Suggestion System

Fun4Biz Suggestion System


Kaizen Culture

3 Pillars

8 Key Elements


Problem Solving

Toyota Problem Solving Techniques

5-Why Process

Strategic Problem Solving


Work Backward

Effective Problem Solving in Business

Brainstorming: 10 Rules


Lean Production

3 Broad Types of Waste    7 Wastes

Lean Enterprise: 13 Tips


Just-in-Time (JIT)



Efficiency Improvement

Productivity Improvement


Business Processes


Cross-functional Management (CFM)

Process-managed Enterprise

Business Process Thinking

Process Innovation


Value Chain Management

Modern ICT-powered Value Chain

Supply Chain Management


Winning Organization

Culture of Questioning

Balanced Organization: 5 Basic Elements


Best Practices

The Toyota Way: 14 Principles

Toyota Production System (TPS)

Canon Production System (CPS)

Six Sigma Implementation at GE

Fidelity Investments: Practicing Kaizen