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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, Demings 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...
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This note was uploaded on 12/13/2010 for the course BCOR 1010 at Colorado.