Create a constancy of purpose for improvement of service and product.Plan for the future, a company’s job is to stay in business and provide jobs through innovation, research, constant improvement and maintenance.

Adopt the new philosophy. Acceptance of defective materials, poor tools, poor workmanship and inattentive sullen service is a roadblock to better quality and productivity.

Cease dependence on inspection to achieve quality. Build quality into the service or product in the first place.

End the practice of awarding or getting business on the basis of the price tag. Instead, depend on meaningful measures of quality, along with price = value!

Constantly and forever improve the system of production and service. Continually reduce waste and improve quality

Institute training on the job. Poor training, or none at all and dependence of unintelligible written or oral instructions to often are the standard.

Adopt and institute LEADERSHIP! The job of management is not supervision, it is leadership.

Drive out fear! Most people, especially people in management positions do not understand what the job is, nor what is right or wrong. Moreover it is not clear to them how to find out. Many are afraid to ask questions or to take a position. The economic loss from fear is staggering. It is necessary for excellent quality and production that people feel secure.

Break down the barriers between departments. Cross train, share, walk in each other’s shoes on a regular basis.

Eliminate slogans, exhortations, pictures and posters for the work force.

Eliminate numerical quotas. Quotas only take in account numbers, not quality! As usually used they only guarantee inefficiency and high costs.

Remove the barriers that stands between a worker and their pride of workmanship. Examples of barriers are misguided supervisors, faulty tools, defective materials, poor atmosphere, fear, lack of training, etc.

Institute a vigorous program of training and education.