W. Edwards Deming's
14 Points for the Transformation of
Management:
1. Provide for the long-range needs of the
practice. Don't focus on short-term
profitability. The goal is to stay in
business.
2.
Adopt a new way
of thinking. Delays, mistakes, and poor service are not
acceptable.
3. Build
quality into services and products. Stop depending
on inspection to find defects. Use statistical process
control.
4. Minimize
total cost by establishing long-term relationships based on
loyalty and trust. Don't select suppliers on the basis
of low bids alone.
5.
Work to improve the system of service and
production. Improvement is not a one-time effort.
Every activity in the system must be continually
improved to reduce waste and improve quality.
6. Institute
training. Managers must know how to do the jobs
they supervise and be able to train workers.
7. Institute
leadership. The job of managers is to help people do a
better job and remove barriers in the system that keep them
from doing their job with pride.
8. Drive out
fear. People need to feel secure in order to do
their jobs well. There must never be a
conflict between doing what is best for the practice
and meeting the expectations of a person's immediate
job.
9. Break down
barriers between departments. Create cross-functional
teams so everyone can understand each-other's
perspective. Do not undermine team cooperation by
rewarding individual performance.
10. Stop using slogans,
exhortations, and targets. It is the system that
creates defects and lowers productivity. Exhortations
don't change the system; that is management's
responsibility.
11. Eliminate
numerical quotas for workers and numerical goals for
people in management. This is management by fear.
Try leadership.
12. Eliminate
barriers that rob people of their right to pride of
workmanship. Stop treating workers like a
commodity. Abolish annual performance
reviews.
13. Encourage education and self-improvement for
everyone. An educated workforce is the key to the
future.
14. Take action to
accomplish the transformation. Management must lead the
effort with action, not just support.
