1. Quality is defined by the customer.
2. Quality improvement must start with management’s commitment.
3. Problems in the system, not the workers, cause inefficiency and poor quality.
4. Continual improvement is needed.
5. Prevent defects, don’t just throw them out.
6. Quality planning.
7. Improving human factors is more important than improving technological factors.
8. Do it right the first time.
9. Quality is free.
10. Cause and effect diagrams can help us see potential solutions.
11. Quality circles involve workers in improving the business.
12. Helping internal customers perform better will help the whole business.