MCT Beginning

1. Examples of good practices:

• Powerful unions
• Transparency of information
• Mutual trust and respect
• Small, empowered teams
• Recruitment carried out by the team

2. The optimum of the COQ:

• Is between over-quality and under-quality
• Is reached when compliance costs exceed non-compliance costs
• Is reached when compliance costs are lower than non-compliance costs
• Requires significant resources

3. Tips for retaining your customer:

• Show each customer that they are special
• Be responsive to any complains
• Send frequently customer satisfaction surveys
• Avoid making promises you cannot keep

4. The "ideal" leader, among others:

• Shows kindness
• Believes a priori that man is good
• Strives to influence rather than direct
• Dares to surprise
• Explains the how

5. Ways for the leader to fulfill his mission:

• Represent the team in front of top management
• Create conditions in which staff uses their skills
• Encourage the sharing of ideas
• Create conditions in which staff enjoys working
• Explain the why and let the team find the how