Freedom from deficiencies and product dissatisfaction. Some deficiencies impact external customers and hence are a threat to future sales as well as a source of higher costs.
Processes make things work.
Thousands of processes need improvement, including things not ordinarily thought of as processes, such as the hiring and training of workers. We must study these processes and find out how to improve them. The scientific approach, data-based decisions, and teamwork are key to improving all of these processes. Authors, Frederick H. Walters, Lloyd R. Parker, Jr., Stephen L. Morgan and Stanley N. Deming.