success in total quality management. Deming’s fourteen points have been beneficial in many ways to businesses and continue to improve quality in those companies who choose to make the effort. As Deming shows through his work with the Japanese, it is possible to have quality and improve customer satisfaction all at the same time. As the census shows, 86% of American work involves service organizations or service functions (Gitlow 25). Furthermore, improvements in the standard of living are dependent on better quality and service, which can be achieved thanks to the knowledge of Deming and his fourteen points....
