Page 19 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Total Quality Management

Notes

Notes In 1956, Deming was awarded the Shewhart Medal by the American Society for
Quality Control. Four years later in 1960, Deming’s teachings were widely known in
Japan and the Emperor awarded him the Second Order of the Sacred Treasure.

Deming encouraged Japanese managers and engineers to go beyond the utilization of statistics
and strive for continuous improvement. The Shewhart Cycle of “Plan-Do-Check-Act” was revised
by Deming to include “Study” rather than PDSA Cycle (Plan, Do, Study and Act). He said: “One
has to analyze and think at study stage of the cycle and then act.” Deming convinced Japanese
managements that the purpose of using quality management techniques was to help companies
stay in business.

2.2.1 Management Responsibility

Deming strongly believed that quality improvement had to be management led. He saw
management responsibility in two main areas:
(i) To create a positive climate for quality improvement, and
(ii) To emphasize knowledge of workers rather than rigid systems.

To create a positive climate for quality improvement, it is management’s responsibility to make
sure that work is fund and the workers must enjoy it and do it for a purpose as of their self-esteem.
Deming stressed the importance of what he calls intrinsic motivation (self-esteem as the individual
responsibility for what he or she does) rather than extrinsic motivation (accept once the material
rewards for work carried out). Deming believed that the present work culture in Western
countries has “destroyed workers’ by depriving them of enjoying what they do and by placing
emphasis on merit system based on results.

To emphasize knowledge of workers rather than rigid system, Dr. Deming was of the opinion
that our job is to increase the knowledge and skills of the worker. Deming said you must
develop the “human being” in worker by improving his/her brainpower through continuous
training and education. Rigidity does not solve any problem. It is flexibility which creates
humility and values and thus finds solution to all sorts of problems. He laid special emphasis on
the knowledge and skills development of workers. Deming claimed that many errors which
occur in organizations were caused by existing systems which were impractical, too right and
inaccurate rather than the system work by trying to reduce costs and make money for their
organizations. Questioning figures to achieve good results can only make things worse rather
than better.

Self Assessment

Fill in the blanks:

3. …………………… is regarded as “the quality Guru who never gave up,” writes John A.
Byrne.
4. Any …………………… can help to point out specific local problems.

5. In 1956, Deming was awarded the …………………… by the American Society for Quality
Control.
6. Deming encouraged Japanese managers and engineers to go beyond the ……………………
and strive for continuous improvement.

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