MCT Principles

1. Customer orientation forces us to:

• Offer the customer services even if they are over-quality
• Anticipate the requirements and expectations of our customers
• Satisfy customers in terms of quality, costs and deadlines

2. Upstream management allows us to:

• Control costs
• Discover failures at each stage of a product's life
• Anticipate problems
• Reduce lead times at each stage of a product's life

3. Think of the customer as:

• The downstream process
• The upstream process
• The next step

4. Contolling varaibility requires:

• Training operators as quality inspectors
• Use the 5 W method to find the root cause of the problem
• Top management involvement

5. In the PDCA cycle, the A stands for:

• Audit
• Act
• Adapt
• Analyze