克劳士比的质量管理程序
1.管理层的承诺；Make it clear that management is committed to quality.
2.团队行动；Form quality improvement teams with representatives from each department.
3.设定标准；Determine where current and potential quality problem lie.
4.衡量质量成本；Evaluate the cost of quality and explain its use as a management.
5.增强质量意识；Raise the quality awareness and personal concern of all employees
6.制定纠正措施；Take actions to correct problems identified through previous steps.
7.开展零缺陷活动；Establish a committee for the zero defects programme.
8.开展员工教育；Train supervisors to actively carry out their part of the quality improvement programme.
9.开展“零缺陷日”活动；Hold a 'zero defect day' to let all employees realize that there has been a change.
10.设定目标；Encourage individuals to establish improvement goals for themselves and their group.
11.消除产生差错的原因；Encourage employees to communicate to management the obstacle they face in attaining their improvement goals.
12.肯定成绩、奖励先进；Recognize and appreciate those who participate.
13.创建质量委员会；Establish quality councils to communicate on a regular basis
14.设立新的目标，在较高的水平上重新开始。Do it all over again to emphasize that the quality improvement programme never ends.