克勞士比的質量管理程式
克勞士比的質量管理程式包括14個步驟
1.管理層的承諾；Make it clear that management is committed to quality.
2.團隊行動；Form quality improvement teams with representatives from each department.
3.設定標準；Determine where current and potential quality problem lie.
4.衡量質量成本；Evaluate the cost of quality and explain its use as a management.
5.增強質量意識；Raise the quality awareness and personal concern of all employees
6.制定糾正措施；Take actions to correct problems identified through previous steps.
7.開展零缺陷活動；Establish a committee for the zero defects programme.
8.開展員工教育；Train supervisors to actively carry out their part of the quality improvement programme.
9.開展“零缺陷日”活動；Hold a 'zero defect day' to let all employees realize that there has been a change.
10.設定目標；Encourage individuals to establish improvement goals for themselves and their group.
11.消除產生差錯的原因；Encourage employees to communicate to management the obstacle they face in attaining their improvement goals.
12.肯定成績、獎勵先進；Recognize and appreciate those who participate.
13.創建質量委員會；Establish quality councils to communicate on a regular basis
14.設立新的目標，在較高的水平上重新開始。Do it all over again to emphasize that the quality improvement programme never ends
