Why Dr. Deming’s Work is So Important to Me

Guest post by Mark Graban,  founder and lead blogger and podcaster at LeanBlog.org,

While my work is usually associated with the term “Lean” and the lessons from the Toyota Production System, some of my earliest learning and inspiration for improvement came from the work of W. Edwards Deming. I don’t think I learned anything about Deming or his work as an undergraduate Industrial Engineering student from 1991 to 1995. I do remember my statistics professor saying something in class, in early 1994, right after Dr. Deming passed away. I think I was the only one to raise my hand after he asked who had heard of him.

Why had I heard of Dr. Deming? I was fortunate that my father had an opportunity to be a student in the famed Four-Day Seminar, while working as an engineer at the Cadillac division of General Motors, in the late 1980s. I don’t remember getting too many details from my dad about the class, other than Dr. Deming chastising some executives who showed up during the last hour of the last day. But, I was curious enough to check out the copy of Out of the Crisis that was on my dad’s bookshelf. I first read the book during a break between quarters during my junior year in college.

Out of the Crisis resonated with me – not because of statistics, but because of the human factors, the psychology, and the workplace dynamics that I already recognized from the workplace, having worked a few part time retail jobs at that point. For example, I had experience with one bullying boss who didn’t listen to his employees.

Thankfully, I also had some very good managers who still fell victim to conventional wisdom management ideas, such as a store manager creating special sales incentives and contests that seemed silly and unnecessary. My co-workers and I didn’t understand why we had to be motivated to sell video game systems during the holiday shopping season, since that’s what we already enjoyed doing (read more about it in this post from my blog). It was one of my first experiences with teamwork and intrinsic motivation being squashed by extrinsic incentives and competition.

During my junior year in college, I was running for leadership positions in my fraternity. One long-standing issue had been relatively poor attendance at weekly chapter meetings. Occasionally, a brother would get voted out of the chapter after a period of excessive absenteeism.

In my campaign, I suggested that punitive measures (or the threat thereof) only made the attendance problem worse and went against the spirit of brotherhood. I proposed that we scrap our existing points-based attendance system and the requirements to attend. Our job, as chapter leaders, would be to understand why some brothers weren’t attending and to improve the system in a way that would make people want to attend, by their own choice and intrinsic motivation. Brothers could still be removed from the chapter, if deemed necessary.

This approach was too radical compared to “the way we’d always done it.” Oh well. I tried. I learned that I’d have to do a better job, in the future, of making a case of challenging an existing, deeply engrained system, if I was going to change how things are managed.

When I searching for my first full-time job, General Motors wasn’t initially high on my list for several reasons. I did interview with the company and learned that there was a factory that was supposedly managed under a version of The Deming Philosophy. They called this “The Livonia Philosophy,” as the plant was in my hometown of Livonia, Michigan. The factory promised a different culture, a different way of managing, and a different relationship with the union.

Excited, I showed up for work and quickly realized that “The Livonia Philosophy” had, unfortunately, completely degraded. The culture had slipped back to “the way it had always been” with all the dysfunctions that one would expect in a GM plant of that era. Ironically, the Deming approach had been reduced to a bunch of meaningless slogans and posters on the wall. Workers were blamed for quality problems after management had told them to keep the line running instead of properly gauging parts or changing tools. There was no opportunity for pride and joy in work there. More about that in a later post in this series.

After escaping GM, I had an opportunity to attend graduate school at MIT, to study operations management, system dynamics, and other topics. I remember a few of my classmates from the auto industry joining me to take issue with an economics professor who was trying to teach us that there was an economically optimal level of quality for a business – the idea that better quality cost too much beyond a certain point.

We argued with him, citing our understanding of Deming and the modern quality approach, including the Taguchi loss function, as we had studied in our TQM class. Rather than defeating our argument, the professor eventually just shut off the debate so he could continue with his lecture. You might argue I went to the wrong business school. I do recall re-reading the sections of Out of the Crisis where Dr. Deming criticized MBA programs… and he was right.

After business school, I ended up in organizations that didn’t understand or didn’t subscribe to the Deming philosophy and approach. I remember a colleague, also in her first year out of MIT, feeling crushed when her boss at Dell told her in her first annual review, “You deserve a ‘1’ (the highest rating), but nobody is allowed to get a ‘1’ in their first year, so you get a ‘2.’” Later at Johnson & Johnson, I was a victim of “stack ranking,” where my earned rating of a “7” (out of 9… who dreams up these systems?) was knocked down to a “6” because too many people had been given a “7.” I asked, for my future improvement’s sake, what I’d have to do to earn a “9” and was told by my manager that “nobody ever gets a 9.”

These different situations illustrate the “forces of destruction” that Dr. Deming wrote about so vividly. I was deeply saddened when I saw how General Motors employees, hourly and salaried alike, were so unhappy at work in my plant. At least the salaried employees had options to leave; the hourly workers were basically stuck there (think Mr. Burns telling Homer Simpson “Don’t forget. You’re here forever.”) since they couldn’t find a similar job at those wages.

It became my mission and driving focus – to help create better workplaces that didn’t beat people down, crushing their spirits. Sadly, these same forces of destruction exist in too many healthcare organizations today. That’s also something I will cover in a future post, along with my reactions to Dr. Deming’s “Notes on Management in a Hospital,” as John Hunter blogged about earlier.

To this day, I say (only half-jokingly) that learning about Deming was both the best thing and the worst thing that ever happened in my career. It’s the best thing because it opened my eyes to a better way of leading people. It’s the worst thing because I’d be happier in the “prison” and the “tyranny of the prevailing style of management” if I had never been exposed to Deming.

photo of Mark Graban

Mark Graban

Mark Graban is author of the book Lean Hospitals: Improving Quality, Patient Safety, and Employee Engagement (Productivity Press), which was selected for a 2009 Shingo Research and Professional Publication Award (3rd Edition, 2016).

Mark also co-authored Healthcare Kaizen: Engaging Front-Line Staff in Sustainable Continuous Improvements, which was released in June 2012 and also a Shingo Research Award recipient in 2013.

He is the founder and lead blogger and podcaster at LeanBlog.org, started in January 2005.

Mark is also the Vice President of Improvement & Innovation Services for the software company KaiNexus.

Related: The Real Lessons of the Red Bead FactoryWe are Here to Learn, to Make a Difference and to Have FunPodcast with Clare Crawford-Mason Discussing Dr. Deming’s Ideas on Management

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13 Responses

  1. Bruce Herbert says:

    Good post, I think your experience of working for so many who “don’t get it” is a common one. In my experience so few leaders understand practical problem solving and motivation are part of leadership. In fact there are so few that there must be something intrinsic in human behavior that celebrates and promotes other behaviors in their leaders despite the respect they feel for those who don’t. Perhaps a good topic for a study, surely someone has done it?

    • Mark Graban says:

      Good question. I think part of it is people tend to promote people who are like themselves, which reinforces the existing organizational culture? So, when that culture is the problem, it’s hard for senior leaders to say the culture is bad when that culture is what they had been successful in?

  2. Jared Pilbeam says:

    Hello Mark,

    Big fan of your blog, and a big fan of Dr. Deming. My mom was nice enough to get me a copy of Out of the Crisis a year ago for Christmas, and I loved reading it.

    I have to also agree with Bruce on the issue of the ideas of Deming almost too “radical” and “different” to be accepted one whit – even though these ideas have been around for decades! It is so sad that they end up propogating the same old way of doing things.

    Anyways, just wanted to say thank you for your story, and for being a large part of my education in Quality!

  3. Mark, thank you for posting. I am also a huge fan of your site. I listen to your podcasts everyday going to and from work. They are one of my favorite parts of the day. I’ve learned so much from them.

    Thanks for sharing your experiences with Deming’s philosophy. They really resonate with me as I’ve gone through or continue to go through the same experiences.

    I also like to say that sometimes I wish I never heard of Dr. Deming. Sometimes it seems it would have been easier just to remain ignorant. At the same time, seeing the world through a Deming lens makes me less afraid and more aware of why things are the way they are. I wouldn’t change that for anything. Its given me courage and drive.

    I will continue to look forward to your posts and podcasts! Thanks for what you do. You are making a difference.

  4. Brian Huffman says:

    I could have warned you about economics professors…facts and empirical evidence don’t seem to be enough to shake their beliefs. I’ve never met a group of people so impervious to new information.

    That said, I’m envious of that professor of yours. I practically have to beg/bribe my students (in management) to disagree with me. I really wish they would be a bit more aggressive…to many sheep.

  5. Sid Joynson says:

    g from Albert about numbers. “Some things that can be counted don’t count. And some things that count can’t be counted.” Albert Einstein.
    Daniel, Deming had no understanding of the Toyota Production System and the extracted Lean Thinking. In his book, ‘Out of Crisis he demonstrated this with the statement, “Kanban or Just in Time follows as a natural result of statistical control of quality, which in turn means statistical control of the speed of production.” This is, not profound, but ridiculous. It is important to remember that Deming was a statistician, and many of the ideas in his books he learnt himself in Japan. He should get the credit for the concept that quality reduces costs and can make a company more competitive. We should also recognise that his book ‘Out of the Crisis’ (1982) was a wakeup call for many of us to the Japanese quality challenge. His 14 points were an excellent starting point, but from my own experiences in Japan points 3, 10 and 11 are wrong. I went on a weekend workshop with Dr Deming in 1988 and was most impressed by what I learnt. It was only when I went to Japan the following year, expecting to find SPC being used everywhere, that I had a shock, it wasn’t. When I visited several Toyota group plants, I was introduced to the concept of 100% source inspection and the Poka-Yoke system. The best translation of Poka-Yoke is ‘inadvertent mistake proofing’. The concept accepts that mistakes will occur; the object is to ensure the mistakes do not become defective parts. The most impressive example I experienced was on an assembly line for inlet manifolds. We were allowed to work on the line, and challenged to produce a defective assembly. It was not possible to make one, and we had some very talented people trying. I was later to be taught by Shigeo Shingo, the creator of this and several other TPS techniques. I was an early member of the British Deming Association, but left after my experiences in Japan, and the member’s ‘disciple’ like attitude to him that allowed no deviation from his teachings. I have had many encounters with the Demingites over the years. I think I would have been burnt at the steak had I not been a vegetarian. The comments below I sent to another Demingites victim.
    To Rick Smith This is the reason I left the British Deming Association. When I warned you about being burnt at the stake, I forgot they will also drive it through your heart. They are such blind people. I am reminded of Oscar Wilde’s description of critics. People who know the cost of everything and the value of nothing. The thing I find frightening is they pass the Deming method off as the only thing the Japanese did to achieve their success. I have sometimes wondered if the extreme Deming Zealots are reincarnated individuals from the Spanish inquisition. They shared similar balanced views on what was good for people who didn’t agree with them. Be afraid of the dark. Take care Rick.

  6. Dale M Allison says:

    I was working at GM BOC Powertrain in-house at Cadillac Engineering and attended that Four Day Seminar – it was either in 1987, 88 or 89. I am thinking around 88. It was a great seminar and I still defer to it to this day.

  1. January 6, 2017

    […] “Why Dr. Deming’s Work is So Important to Me“ […]

  2. January 16, 2017

    […] I wrote about in my first post, my first job out of college was at the GM Livonia Engine Plant, outside of Detroit. General Motors […]

  3. January 17, 2017

    […] Earlier this month, I wrote about and shared my first blog post for the W. Edwards Deming Institute blog: “Why Dr. Deming’s Work is So Important to Me“ […]

  4. December 20, 2018

    […] “Why Dr. Deming's Work is So Important to Me“ […]

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