To improve service and products, you must improve processes by constantly evaluating and revising them as needed. Results must be measured . Merely speculating that you are getting better is not good enough. You must be able to assess the results of your efforts to improve through objective measurement. You must be able to compare results over time within a project and between projects.
Quality improvement is a team issue .
Continuous improvement will occur only if employees and management work as a team to make it happen. Neither group can achieve it alone. Do not use quality measurement to evaluate or blame individuals. Use it to appraise the effectiveness of the quality program and to determine where the program needs improvement.