The 12 keys to profitable Quality - with a self-assessment tool for each one

For each of the 12 Critical Success Factors listed here, you can turn to a checklist of issues to be covered, a self-assessment, and advice on the necessary training, systems and procedures.

Ensure you have the keys to profitable Quality in place
For example, the section on the Organization examines the work structures you need to have in place for Total Quality to flourish. It sets out a framework of cross-functional teams and process improvement which could radically change the way you hire, evaluate and reward employees.

The 12 keys to profitable Total Quality
Management * Organization * People * Quality Systems * Measurements * Quality Tools * Customer Quality * Design Quality * Supplier Quality * Manufacturing Quality * Service Quality * Support Services.
Make sure you have the right systems in place in each area.

A complete set of assessment tools
All 12 components carry an outline self-assessment. Use them to ensure that each Quality project you run has met all the key criteria. These assessments can be run by the Quality manager or by the Quality Improvement team itself.

Measure the results of each Quality Improvement project
Plan for Maximum Profits sets out 3 measures of success: Customer Loyalty; Customer Satisfaction; Business Performance. Use them to monitor each new Quality project. For example, use the Customer Loyalty Index to measure: * increased value to core customers * longevity of core customers * ratio of customers retained to your investment in Quality * ratio of customers retained to customers leaving.