"The Lightning Speed Internet Sales Success Course"
          
                                  LESSON #18
          
                             © 1997 B.S.A. / F.M.
                    http://web.idirect.com/~bsa/index.htm
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                                  THE TOPIC:
          
          Why the process behind your business is the only thing 
          that matters - and the 14 ways to develop that process 
          while avoiding the "7 Deadly Diseases".  
          
                                 THE ANSWER: 
          
          To quote Dr. W. Edwards Deming, the guy who transformed 
          Japan's attitude towards business decades ago and gave 
          them the philosophy that has made them a giant today ...  
          
          "The 14 points are the basis for transformation of 
          American industry. It will not suffice merely to solve 
          problems, big or little. Adoption and action on the 14 
          points are a signal that the management intend to stay in 
          business and aim to protect investors and jobs. Such a 
          system formed the basis for lessons for top management in 
          Japan in 1950 and in subsequent years.  
          
          The 14 points apply anywhere, to small organizations as 
          well as to large ones, to service industry as well as to 
          manufacturing. They apply to a division within a 
          company." 
          
                         DR. DEMING'S FOURTEEN POINTS
          
          1) Constantly improve product or service, with the GOAL 
             of providing jobs.  
          2) Take on leadership for change.
          3) Create quality in the first place; eliminate the need 
             for constant inspections.  
          4) Maintain long-term relationships of loyalty and trust 
             instead of moving from one source to another on cost 
             alone.  
          5) Constantly improve the SYSTEM towards perfect quality 
             and productivity.  
          6) Train people on the job. Make training part of the 
             job.  
          7) Supervise workers, management, machines. Institute 
             leadership.  
          8) Eliminate fear from the job so that people may work 
             effectively.  
          9) Break down divisions between divisions.
          10) Do not ask workers for specific low levels of defect 
              or high levels of productivity. Productivity and 
              quality are a result of the SYSTEM (or PROCESS), not 
              a result of the workers!  
          11) Eliminate quotas and other numerical "standards" of 
              performance. Substitute leadership.  
          12) Don't manage by numerical goals or objectives.  
              Substitute leadership.  
          13) Make self improvement and education part of 
              everyone's job.  
          14) The transformation is everybody's job!  
          
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                      DR. DEMING'S SEVEN DEADLY DISEASES
          
          1) Lack of consistent purpose to keep a market and 
             provide jobs.  
          2) Emphasis of short term profits (boy, do most North 
             American companies drop the ball on THIS one!) 
          3) Evaluation of performance, merit rating or annual 
             review - or any process that assigns a number or 
             judges a worker.  
          4) Job hopping.
          5) Management by numbers alone.
          6) Excessive medical costs.
          7) Excessive costs of liability, brought about by high 
             paid lawyers.