How the Full-grown Quality Company Delivers Superior Performance and Customer Bonding (PDF)

In the full-grown organization executives have a systems view of their organization. They see interrelationships, not things. They manage things and lead people. Change is a mosaic of processes, methods, materials, equipment, work environment and people. The shifting, understood patterns of change are controlled using statistical theory and other quality tools. Controlled not because someone in upper management is atop all the processes and information, but because:

•  Customers and their requirements are known;
•  Processes translating those requirements into action are well defined, understood by all, and improving;
•  Self-control and management by fact result from having stable processes (under statistical control), systems, institutionalized key measures; and
•  Improvement is continuous—everyone is included and focused on the customer.