We should work on our process, not the outcome of our processes. It is not necessary to change. Survival is not mandatory. It is not enough to do your best; you must know what to do, and then do your best.
W. Edwards Deming
If you are a senior manager or executive, it is worth reading this chapter first as it provides advice and pointers for creating and sustaining the right environment for a Continuous Improvement (CI) Culture. It endeavours to link all the pieces together and signpost relevant chapters where further information is presented on the area that is of special interest to you (Figure 8.1).
Figure 8.1 Skills and culture development.
The following areas are ...
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