•TAKE PERSONAL REPONSIBILITY FOR QUALITY
-make a commitment to never ending improvements
-honor your commitments
-Make a daily “To Do” list
-Accept help graciously
-Lead when a leader is needed
-Define excellence for yourself
-Be part of the solution
-Admit your mistakes
-Do your part in the group effort
-Learn to say “ I’m Sorry “
-Learn something New each day
-Strive for zero defects
-Take Charge of morale
-Inspire Trust
-Offer suggestions
-Look for opportunities in Losses or Mistakes
-Accept revisions as proof that someone cares
-Don’t gossip or spread rumors

• IMPROVE TEAMWORK AND COMMITMENT
-Know your organization’s Mission
-Know your team’s goals
-Start and end Meetings on Time
-Be tough on Problems- Soft on people
-Prepare for “Storming” Times
-Help your group reach consensus
-Appreciate Your Team’s Diversity
-Develop an effective problem solving process
-Use open-ended Questions
-Help with your team’s Chores
-Share Ideas as well as problems
-Use “creative Dissatisfaction” as an Incentive
-Ignore Complaining
-Listen Respectfully to each Team Member
-Empathize with Other Team Members’ Feelings
-Put into practice “Action Speaks Louder than Words”
-Find at least one more solution to every problem

• FOCUS ON CUSTOMERS AND SERVICE
-Define the term “Customer”
-Share your expertise
-Use your judgement
-Distinguish between your “Job” and your “Work”
-Remember, Everyone Has and Is a customer
-Develop Friendly relationships
-Help when there’s a time crunch
-Listen Actively to your customers
-Use customer’s names
-Offer to do the job
-Reward customers for giving you their business
-Be prompt in Straightening out a problem
-Make the most of your telephone contacts
-Keep your promises

• CASE STUDIES : PUTTING TQM INTO PRACTICE
-Case Studies: Creative Dissatisfaction in Action
- Case Studies: Honoring Commitments
- Case Studies: “The second Right Answers” offers a second chance
- Case Studies: Train someone in something you do well
- Case Studies: Accepting the challenge of change
- Case Studies: A Story from your organization