Establish quality goals

Identify the customers

Determine the customers' needs

Develop product features which respond to the customers' needs

Develop processes that are able to produce the product features

Establish quality controls

Transfer the plans to the operating forces

II. Quality Control

Keep the waste from getting worse; meet quality goals during operations

Evaluate actual performance

Compare actual performance to quality goals

Act on the difference

III. Quality Improvement

Breaking through to unprecedented levels of performance

Prove the need

Establish the infrastructure

Identify the improvement projects

Establish project teams

Provide the teams with resources, training, and motivation to:

-- Diagnose the causes
-- Stimulate remedies

Establish controls to hold the gains