One of the pioneers of the TQM concept
has expressed his views on improving quality. His fourteen point
approach is as follows:4
1. Establish consistency of purpose for
improving services.
2. Adopt the new philosophy for making
the accepted levels of defects, delays, or mistakes unwanted.
3. Stop reliance on mass inspection as
it neither improves nor guarantees quality. Remember that teamwork
between the firm and its suppliers is the way for the process of
improvement.
4. Stop awarding business with respect
to the price.
5. Discover problems. Management must
work continually to improve the system.
6. Take advantage of modern methods
used for training. In developing a training program, take into
consideration such items as
• Identification of company
objectives
• Identification of the training
goals
• Understanding of goals by everyone
involved
• Orientation of new employees
• Training of supervisors in
statistical thinking
• Team-building
• Analysis of the teaching need
7. Institute modern supervision
approaches.
8. Eradicate fear so that everyone
involved may work to his or her full capacity.
9. Tear down department barriers so
that everyone can work as a team member.
10. Eliminate items such as goals,
posters, and slogans that call for new productivity levels without
the improvement of methods.
11. Make your organization free of work
standards prescribing numeric quotas.
12. Eliminate factors that inhibit
employee workmanship pride.
13. Establish an effective education
and training program.
14. Develop a program that will push
the above 13 points every day for never-ending improvement.
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