This preview has intentionally blurred sections. Sign up to view the full version.View Full Document
Unformatted text preview: (productivity will improve). 8. Drive out fear. 9. Break down barriers between departments. 10. Eliminate numerical goals, posters, and slogans. 11. Eliminate work standards that prescribe numerical quotas. 12. Eliminate barriers to pride in workmanship. 13. Institute a vigorous program of education and retraining. 14. Put everyone to work every day bringing about this transformation. * …as reported and applied to service by Rosander, Deming’s 14 Points Applied To Service (New York: Marcel Dekker, Inc., 1991) Quality Management Tools (TQM = Total Quality Management) Statistical Process Control Six Sigma Process Reengineering - and “Lean” Benchmarking Getting Closer To the Customer ISO 9000 (and 9002) …and other industry-specific certifications Current as of 12/14/2010...
View Full Document
- Management, W. Edwards Deming, D. Information Systems, Resources C. Marketing, Scorecard B. Finance, operations managers concern