Comprehensive case review involves an integrated process which addresses an ensemble of disciplines necessary for immense learning. Maximizing how we perform by learning from others through genuine dialogue. We can learn more when we work with others than when we operate alone. These five disciplines are furthered in a highly integrated, efficient way by the case review process. Customer's standard is quality.
Quality is the only acceptable standard for service to the customers of today.
When American car makers in the 1970s put sales above quality, they opened the door for the quality-conscious, continuously improving Japanese who sought to sell their product only if it had no or very few defects. The Japanese knew their long-range success was in customers who were satisfied from the beginning. The Toyota Camry plant in Georgetown, Kentucky has a clothesline running the length of the assembly line. All employees bear the responsibility to pull it if they see a defect. When an employee pulls the cord, fewer cars are built that day but the ones which are have fewer defects.