
Customer Focus
- Understanding current and future customer needs.
- Meeting the customer's requirements.
- Striving to exceed the customer's expectations.
Leadership
- Creating an environment where everyone can contribute to quality.
Engagement with People
- Making everyone aware of the need to contribute to quality.
- Ensuring full engagement in activities that impact quality.
Process Approach
- Developing a commitment to describing all work in terms of processes.
System Approach
- Managing the business as a set of interacting processes.
Continual Improvement
- Encouraging constant refinement of processes to improve quality.
Fact Based Management
- Making decisions based on analysis of process data.
Mutually Beneficial Business Relationships
- Developing close co-operative relationships with Business Associates.