RE: Deming prize winners

[Aetilden@aol.com]

>Is there any comparison data of the performance of Deming Prize winners as
>compared to Baldrige winners, lets say 3-5 years out.  How did they perform
>after winning their respective awards? 

John Seddon's response:
>I don't know how they performed, but I have some data on how they behaved.
>I have a Japanese visitor with me at the moment (studying ISO 9000 in UK,
>but that is another story). He tells me organizations who have done the
>Deming prize 'stop'. The way he puts it is 'after so much work - usually
>three years - they are exhausted'.

>We see the same in UK schools at the moment. After a lot of work on
>documenting the curriculum taught, student results and so on, then
>presenting all this to - and being watched by - inspectors, the teachers
>are left with a sense of loss.

>As a psychologist (reformed!), I think this is a consequence of locus of
>control. The control is with the 'standard setters' and 'inspectors', it
>does not foster learning.

This is my whole argument against quality awards and the ISO process: They do not foster "continuous learnng" the way Dr. Deming wished. The focus of the awards and ISO is on "passing," just as in school the focus is too much on passing the test and not "learning." We are focusing on the NUMBERS, not the process.

I just attended an eCommence seminar conducted by Anderson Consulting. The theme was that the Internet and portable internet access via cell phones and PDAs is changing the way we do business. There are three changes driving what Anderson calls the "Big Bang" in eCommerce:
1. New International organization - because of almost instant two-way communications and info flow companies will be more likely to spin-off their branches overseas and let them focus more on the local customer and what they do best (no longer one size fits all, but focus on the local customer instead - sounds very Deming), The "locus of control" to quote John, becomes localized instead of from some far off corporate office.
2. Mobile commerce ("mCommerce") - the phone/PDA will replace the wallet as more consumers buy online, and
3. Market innovations - greater emphasis on barter and product exchanges similar to the futures market ("Electronic Markets"). The most competitive companies will open up their product quality and customer satisfaction info to anyone who wants to view it. Product information will replace Brands. The consumer will buy from the suppliers who have good products at the best price. All a consumer needs to do is send out an electronic "bot" (short for robot) that knows what they want, and the "bot" searches the entire Internet market for the product. You no longer rely on local shops or manufacturers. Your product may come from half way across the world if that is the best supplier. Your "bot" places the order and the item shows up on your door step a few days later.
(I hope I did justice to the Anderson Consulting presentation)

I know this doesn't seem like it has anything to do with the opening topic, but consider the impact on the marketplace of complete open product information. ISO 9000 would become meaningless! The buyer will be looking for actual product information, not paperwork that promises good product. The manufacturer will be forced to produce quality product based on consumer demands, and to open his/her product information to consumer scrutiny.

This may all sound farfetched, but as the Anderson Consultant pointed out, in Bangkok the fish sellers on the street all have cell phones, and are tracking the fish markets. Soon they will be offering their product to the world-wide market. The US is way behind in this technology (band-width issues among only some of the reasons).

Bottom Line (finally): The next evolution in information technology will make it impossible to "hide" behind ISO 9000 or quality awards. The consumer will know and see all. Only manufacturers focused on "true" customer-focused quality will be competitive in the new era. Dr. Deming's 14 Points will suddenly make sense to many more people.

I'd love to see ASQ and the DEN focus away from awards and ISO and more on creating quality products and services for the new era to come.

Sincerely,
Ed Tilden
President, TQL Associates
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