Quality Tools & Principles

Manage by Fact

Customer Satisfaction

Respect for People and Ideas

Continuous Improvement(Plan-Do-Check-Act)

Innovation

Managing Diversity

(1.3mb) - the basic principles are key

(1.1mb) - tools help customer service

(1.1mb) - rules of conduct help focus meetings

Here is a partial list of Quality tools that have become part of the way we work in ITD:

Process Analysis and Innovation

Partnering with Customers

PAL's (Purpose Agenda Limit ) for Meetings

Rules of Conduct/Guidelines for Meetings

Critique/Feedback

Stages of Group Development (ORMING)

Command-Consult-Consensus Decision Making

Brainstorming

Multi-Voting

Use of Charts and Graphs

Seeking Root Cause

Understanding Common Cause/Special Cause

Customer Surveys