TQM, THE CHANGE IN CONCEPT OF QUALITY:

There are several individuals who have made the concept of quality as a full fledged subject having deep theoretical and philosophical base. One of them was W. Edward Deming.

He is one of the best-known "Quality Expert" in the world. Deming was the person who was instrumental in the post-war industrial revival of Japan. As the Japanese industry adopted his methods and witnessed a substantial improvement in quality in products as well as service sectors.

Deming was a strong proponent of the theory that says "Quality is the responsibility of the management." Deming philosophy is summarized in the fourteen points.  

(i) Create Constancy of Purpose for Improvement of Product & Service:

This is nothing but a "Mission Statement" which must be understood by all employees, suppliers and customers.

(ii) "Always ready to adopt the New Philosophy":

Management must understand the connotations of the new philosophy which says, "Quality is a responsibility of the Management". Hence, they must take initiative and the leadership for change wherein poor workmanship, defective products or bad service are not acceptable.

(iii) Cease Dependence on Mass Production

(iv) End the Practice of Awarding Business on the basis of Price Tags alone

(v) Improve consistently and forever the system of production and service

(vi) Institutive training: