In part one of this two-part article, I began an evaluation of Deming’s 14 points, and how they influenced the final draft international standard (FDIS) version of ISO 9001:2015. Part one provided an overview of Deming’s first seven points; in this continuation we explore points eight through 14.

8. Drive out fear, so that everyone may work effectively for the company.

The creation of a culture of mutual respect and trust is a goal for many organizations that I’ve been involved with. But oftentimes these initiatives are nothing more than a motto that is repeated in the hope that eventually it will become practice. It takes a lot more than words to develop trust; it takes consistent and demonstrable support over a prolonged period of time.

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