Japanese TQM common language

Ø Quality first

Ø Not control by result, but in process

Ø Don’t blame others, but oneself

Ø Don’t shout

Ø Don’t excite

Ø Speak with fact and data

Ø Customer is not a God, but a King or a Queen

Ø The next process is our customer

Ø Listen first, Instruct later

Ø Not appreciate happy ending report, or story

Ø Speak with data, consider with data, and take action with data

Ø Report must be followed by management

Ø Customers are only asking quality

Ø Control at the source

Ø Respect humanity

Extract from a training course given by my beloved Professor Terry Kawamura, senior chief expert on business excellence, JSA (2005)