- We will formulate long term plans, and from them short terms plans. Resources will be allocated to long term plans.
- We will recognise that commonly accepted levels of service satisfaction are no longer acceptable, and will commit itself to researching best practice and continuous improvement to achieve that level of excellence.
- We recognise that inspection is wasteful and resource hungry. Quality assurance, based on continuous improvement principles, will, over time, lead to responsibility for quality service being shouldered by all employees.
- We recognise that lowest price does not also necessarily provide best value, and neither does highest price. We will examine all supply relationships, and focus on those which, as part of long term planning and relationships, provide lowest total cost, not merely initial cost.
- We will constantly improve the system for planning and service delivery, and promote innovation. Managers will focus on their role of continually working on the system.
- Employees, including managers, will be encouraged to constantly update and improve their skills, by modern on-the-job methods.
- Managers will focus on quality, consistently communicate that focus, and be action-oriented.
- We will encourage effective two-way communication in order to drive anxiety out of the organisation, so that everybody can work effectively together.
- We will break down barriers between departments and staff areas, and encourage everyone to work in cross-dimensional teams.
- We will eliminate the use of slogans, posters and exhortations to the workforce, demanding higher quality, without providing the methods.
- We will eliminate standards that prescribe numerical quotas for the workforce and numerical goals for managers, and substitute aids and helpful leadership in order to achieve continual improvement of quality and productivity.
- We will remove any barriers which rob workers of the right to pride in their workmanship. This implies a focus on quality.
- The organisation needs good people, who are constantly improving, along with its ambitions.
maintain consistency of purpose
Adopt best practice
Institute quality assurance, not quality inspection
End lowest-tender contracts
Constantly improve the system
Institute training on the job
Institute leadership
Drive out anxiety
Break down barriers
Eliminate exhortations
Eliminate arbitrary numerical targets
Permit pride in workmanship
Encourage education
