Why Customers’ Perception of Quality Is So Important • 21
• Management maintains and improves operating standards.
• Progress improvement is the key to success.
• PDCA (plan, do, check, act) improvement cycles are used.
• Quality is of the highest priority.
• Problems are solved with hard data.
• e next (downstream) process is provided with good parts or
Kaizen focuses on continuous improvement and encompasses all
aspects of an organization, from the way the CEO makes decisions, to the
One of the leading proponents of Kaizen is Toyota. at company has
4 main ideas and 14 principles, known as “e Toyota Way”:
I. Having a long-term philosophy that drives a long-term approach to
building a learning organization
1. Base your management decisions on a long-term philosophy,
even at the expense of short-term nancial goals
II. e right process will produce the right results
2. Create a continuous process ow to bring problems to the surface
3. Use “pull” systems to avoid overproduction
4. Level out the workload
5. Build a culture of stopping to x problems, to get quality right
the rst time
6. Standardized tasks and processes are the foundation for continu-
ous improvement and employee empowerment
7. Use visual control so no problems are hidden
8. Use only reliable, thoroughly tested technology that serves your
people and processes
III. Add value to the organization by developing its people and partners
9. Grow leaders who thoroughly understand the work, live the
philosophy, and teach it to others
10. Develop exceptional people and teams who follow your company’s
11. Respect your extended network of partners and suppliers by
challenging them and helping them improve