caption: Basic Concepts of TQM Customer Focus Continuous Process Improvement - Kaizen Employee Empowerment -- Everyone is responsible for quality Quality is free - focus on defect prevention rather than defect detection for it is always cheaper to do it right the first time Benchmarking -- Legally stealing other people's ideas Customer-Supplier Partnerships Management by fact...by numbers...by data -- Balanced scoreboard (financial, customer, process, learning)Balanced scoreboard
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