1. MANAGING BUSINESS Deming’s, Juran’s and Crosby’s Philosophies

3. Quality Philosophies Writer Definition of Quality Orientation Developed Deming Fitness for purpose Customer Deming’s Philosophy Fourteen Points of Quality Deming PDCA Cycle System of Profound Knowledge Juran Fitness for use Customer Quality Trilogy The Five Quality Characteristics Internal Customer The Four Phases of Problem Solving Quality Council The Quality Spiral Crosby Conformance to requirements Supplier Five Absolutes of Quality Fourteen-Point Plan for Quality

9. The Deming Cycle (PDCA Cycle) PDCA (" Plan-Do-Check-Act ") is an iterative four-step problem-solving process typically used in business process improvement. It is also known as the Deming Cycle , Deming Wheel , or Plan-Do-Study-Act .

10. The Deming Cycle (PDCA Cycle)

11. The PDCA Cycle PLAN Establish the objectives and processes necessary to deliver results in accordance with the expected output. DO Implement the new processes. Often on a small scale if possible CHECK Measure the new processes and compare the results against the expected results to ascertain any differences ACTION Analyse the differences to determine their cause. Each will be part of either one or more of the P-D-C-A steps. Determine where to apply changes that will include improvement.

13. Deming’s System of Profound Knowledge Appreciation for system Understanding of variation Theory of knowledge Knowledge of Psychology