Dr. Deming's philosophy is summed up in his 14 Points and 7 Deadly Diseases (Deming, 1982). While different experts may disagree as to which of the 14 points are paramount and which of the 7 Deadly Diseases are most pernicious, it is probably accurate to describe the Deming view by 11 characteristics:

1. Focus on the customer;
2. A "systems" approach;
3. A long-term relationship with suppliers;
4. Enlarged communication and dialogue between workers in different divisions and levels. Employee involvement in continuous problem solving and decision making;
5. Understanding of variation, with processes in "statistical control";
6. Replacement of numerical goals by methods to improve the process;
7. Abolition of merit pay and performance evaluation;
8. Adoption of a Learning Cycle known as PDSA (Plan, Do, Study, Act);
9. Elimination of "non-value-added" parts of processes;
10. Emphasis on training and education;
11. Replacement of competition by cooperation.
Each of these characteristics has implications for basic skills trainers in a high performance workplace.

At this point, a word of warning is warranted. Total Quality Management is intended to be a total package rather than a pick and choose exercise. Together, the elements add up to what has been called the three "Cs" -- Customer, Counting, Culture (Sashkin, Kiser, 1993). There is, however, a great deal of diversity in HOW the philosophy has been implemented in various workplaces. Some companies have embraced certain aspects enthusiastically, while leaving others untouched. Others have made every effort to have a full-scale implementation, with differing degrees of success, depending on the level of commitment and the care taken in implementation. This may cause confusion for an adult educator gaining access to a company for the first time. It will be helpful to remember that TQM, as any emerging management philosophy, will need time to develop. You may detect, therefore, chinks in the armour-and perhaps even the mixing of diametrically opposed philosophies within a single workplace. Knowing the core of the philosophy, however, will assist you to sort out anomalies, and thus deal more effectively with the workplace realities which you meet.

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