top managers have to be seen to be involved in quality issues, not leaving this to middle management
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statutory and regulatory requirements
for example, the car industry has to pay particular attention to safety and environmental laws, and standards in relation to the components that it uses
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measurable objectives
we have to be able to measure quality and by how much it is improving
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resource management
how you manage the inputs to your products, for example in human resources and materials
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training effectiveness
the training of our staff is an investment and we have to measure how effective it is in terms of our future profitability
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customer satisfaction
customers are the ultimate judges of quality and we have to constantly check and improve the 'score' that they give us
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continual improvement
100 per cent quality is never achieved and there is always room for improvement
