Principles of Continuous Quality Improvement (CQI):  A shift from a focus on the end product or service to process.

• The customer as a vague concept to the customer as a specific person or group with specific needs

• Quality being the responsibility of the quality department to quality being the responsibility of every employee

• Individual effort to a balance between individual and team effort

• Decisions based upon opinion and "gut feeling" to decisions based on objective data

• Management-imposed decisions to total employee involvement decisions

• "If it ain't broke, don't fix it" to "if it ain't broke, you're not looking hard enough"

*CQI is about removing obstacles and barriers

*Improving quality can lead to saving money

*Doing things right the first time

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