... to meet company strategy. 2. Adopt the new philosophy for economic stability. The customer's right to expect quality must be the thrust of any long-term strategy and management must lead. Defects, mistakes, faulty materials and bad service must be eradicated, as they are costly. These costs are passed on to the customer. Brainstorming sessions can identify areas requiring attention and action implemented. Although in theory logical, companies rarely develop this point fully as it requires enormous amounts of change. 3. Cease reliance on mass inspection to achieve quality. Production line inspections merely correct the defects in the product and not the process producing it. Inspection in Deming's concept required the spotting of defects from within the process by the workers themselves building quality into the product in the first place. Businesses could encourage workers to suggest improvements, without fear (see point 8), at regular management meetings. 4. End the practice of awarding business ...

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