The requirements of customers, upon which all are focused, are also measures of satisfaction. Changes in requirement, changes in satisfaction change the business of the organization. Planning is based on data and information accurately describing customer needs and organizational capability. Because the goals are universally supported within the organization, improvement of processes is concentrated first and primarily on the most important processes. In the matured organization management works.
People mostly manage themselves.
The patriarch in charge is extinct. Managers see a totality from, and including, external suppliers to, and including, satisfied customers. The mosaic within the purview of management is lush and vibrant with planning, measurement, analysis, improvement, and inclusion. No longer worrisome, no longer contented are the realizations that those who do the work are in the best position to protect and improve quality, to eliminate waste, and to save time. Those who do the work are the perfect instruments for change.