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10 cards from this deck
Degree of excellence satisfying customer requirements
Reactive - identifies defects after they occur
Proactive - prevents defects before they occur
Most comprehensive, proactive, whole-organisation approach
William Edwards Deming (after WWII in Japan)
Durability, reliability, performance
Speed of service, responsiveness, consistency
Colleagues who use what your work group provides
Continuous, incremental improvement (Japanese philosophy)
Reactive - wastes resources on defects after they occur
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