W. Edwards Deming was a pretty smart guy.... and knew quite a bit (well, just about everything) when it came to quality management. He did pretty much pioneer the field, so maybe it's time more organizations start to listen to the man who helped launch the push for quality management and implement it themselves.
This presentation focuses on how the service sector, particularly Hospitality, can benefit from taking to heart the 14 Points for the Transformation of Management that Deming was so well known for. Who knows, you might actually see positive results!
30. Principle Create constancy of purpose
toward improvement of
product and service, with the
aim to become competitive
and to stay in business, and
to provide jobs.
38. Principle
Eliminate the need for
inspection on a mass basis
by building quality into the
product in the first place.
39. Instead of constantly being on top of
your team to ensure they are giving it
their best, build it into their training
from the start.
Constant inspection doesn’t improve
quality, it just finds the lack of it.
42. Service is about relationships, and
finding vendors you know and trust will
go a long way not just for you but for
your clients.
43. It’s a two way street – find a partner
of choice but make sure you are giving
back as much as you are getting.
44. Principle Improve constantly and forever
the system of production and
service, to improve quality and
productivity, and thus
constantly decrease costs.
50. Theory means nothing without practice.
Provide the guidelines but help to
improve by constant training.
As the saying goes, “Give a man a fish
and he’ll eat for a day. Teach him how
to fish and he’ll eat forever.”
52. Principle The aim of supervision should
be to help people …do a better
job. Supervision of management
is in need of overhaul, as well
as supervision of production
workers.
53. Management should know their
team’s jobs inside and out.
Real leadership is about coaching,
not policing.
54. Find out your team’s need and do
whatever is needed to make them
succeed. Management is about
participation and transformation.
59. Principle People in research, design,
sales, and production must
work as a team, to foresee
problems of production and in
use that may be encountered
with the product or service.
60. Any company that treats quality
service as “us versus them” is
destined to fail.
61. All parts of your organization must be
in sync so in the end, the client
experiences nothing but seamlessness.
63. Principle
Asking for zero defects
and new levels of
productivity only create
adversarial relationships.
64. Catchy slogans and management
philosophies summed up into three
words may be nice. But without
context or real understanding by your
team, they mean nothing.
Also be sure to be realistic.
67. Managing by numbers is like
painting by numbers.
Sure, it results in a clear picture, but your
team will be too focused on staying within
the lines that they forget the big picture.
84. 1. Constantly Improve
2. Adopt the New
Philosophy
3. Stop Depending on
Inspections
4. Focus on One Supplier
5. Improve Forever
6. Use On-the-Job Training
7. Implement Leadership
8. Eliminate Fear
9. Unite all Departments
10. Clarify the Slogans
11. No more Management
by Objective
12. JOY IN WORK
13. Education & Self-
Improvement
14. Transformation is
EVERYONE’S Job
85. See how we can help you reach
higher levels of quality.
Want to learn more?