create a vision and demonstrate commitment, learn the new philosophy, understand inspection, stop making decisions purely on the basis of cost, improve constantly and forever, institute training, institute leadership, drive out fear, optimize the efforts of teams, eliminate exhortations, eliminate numerical quotas and management by objective, remove barriers to pride in workmanship, encourage education and self-improvement, take action

appreciation for a system, understanding variation, theory of knowledge, psychology

quality planning, quality control, quality improvement

quality leadership, modern quality technology, organizational commitment

customer focus, leadership, involvement of people, process approach, system approach to management, continual improvement, factual approach to decision making, mutually beneficial supplier relationships

ISO 9000:2005, ISO 9001:2008, ISO 9004:2009

it provides discipline, it contains the basics of a good quality system, it offers a marketing program

proof of the need, project identification, organization for breakthrough, diagnostic journey, remedial journey, holding the gains

customer focus, teamwork, continuous improvement

all work occurs in a system of interconnected processes, variation exists in all processes, understanding and reducing variation are keys to success