- Define who the organization serves and set specific standards of service
- The board must “hold the purpose constant”
- Constant improvement becomes the organization’s new and entire purpose
2. Adopt the new philosophy
- Train everyone
3. Cease dependence on mass inspection
- Develop statistical measures of quality and institute a system of performance monitoring, including customers’ assessment
4. End the practice of awarding business based on the price tag alone
- Develop relationships with vendors
5. Improve constantly
- CQI is an ongoing effort
6. Institute and restructure training
- Train top management and department heads in CQI principles and methods
- Train facilitators to assist CQI teams
7. Improve supervision
- Supervisors need to help people on the job
- Supervisors should seek causes of problems, not chase anecdotes
- Supervisors need to know how to use quality data and work on CAI teams
8. Drive out fear
- Break down class distinctions, especially physicians vs. non-physicians
9. Break down barriers between departments
- Use multidisciplinary CQI teams in which people learn about each other and seek solutions
10. Eliminate slogans, exhortations, and targets for the workforce
- Instead, communicate accomplishments
11. Eliminate numerical quotas
12. Remove barriers to pride of workmanship
13. Institute rigorous education and retraining
14. Take action to accomplish the transformation
- Create a top management structure to drive the process
