This blog was contributed by Dr James Harrington, one of the world’s leading thinkers on quality and business management. Even in his 80’s Jim continues to have more energy and enthusiasm than most – exploring new fields related to business improvement and publishing at least one book a year.
13 Fundamental Truths
- What progress have you made to make the thirteen fundamental truths part of your lifestyle and behavioral patterns?
- What have you done to instill these truths into others?
- We have had 25 years and more to make it happen. Did we succeed?
- What have you done to embed these truths into the culture and daily behavioral patterns of the organization you are in?
- Can and should you have done more?
The following are the Thirteen Fundamental Truths as defined in 1986:
- All organizations, companies, divisions, sections, departments, units, teams and projects should have a documented mission that links them into a chain that holds the organization together, keeping it directed at pulling in all of the potential customers that they can handle.
- All processes should have a defined customer whose needs and expectations are understood and are being met.
- No process is so good that it can’t be improved although some processes need improvement more than others.
- There is always a better way of doing everything.
- The greatest competitive advantage is knowledge that leads to innovation.
- People who understand why they do something do it better and faster.
- When something gets measured, it gets attention
- There is a direct correlation between internal customer satisfaction and external customer satisfaction.
- Every organization has an obligation to provide value to the people that invest their hard-earned money and time into the organization.
- Expending resources related to the organization’s employees is an investment, not a cost.
- The elimination of waste is everyone’s job.
- Management needs to set the example and walk the talk.
- Each individual needs to be sure that his/her suppliers understand what are needed and not ask for things that won’t be used.
H. James Harrington
CEO Harrington Institute