Thirteen Fundamental Truths - Harrington

8/13/2019 Thirteen Fundamental Truths - Harrington

1/3

Published on Quality Digest(http://www.qualitydigest.com)

Home > Content

Thirteen Fundamental Truths

By: H. James Harrington

The more things change, the more they stay the same

Back in 1986 I documented a list of 13 fundamental truths thatapplied to all organizations. I ran across these statements recentlywhen I was looking for some comments made by a past IBMpresident that I wanted to use in a new book I am writing. As Ithought back over the past 25 years, I realized that as qualityprofessionals, we have spearheaded a lot of new approaches: totalquality management (TQM), ISO 9001, ISO 14000, lean, Six Sigma,business process improvement, process reengineering, knowledgemanagement, organizational change management, theory ofconstraints, and many more. But to my surprise, there has still beenno change in the fundamental truths I wrote about 25 years ago.Even the latest trend, innovation, was incorporated in the fifth truth.

ADVERTISEMENT

Page 1 of 3Thirteen Fundamental Truths

5/7/2011http://www.qualitydigest.com/print/14646


2/3

The following are the 13 fundamental truths as defined in 1986:

1. All organizations, companies, divisions, sections, departments,units, teams, and projects should have a documented mission thatlinks them into a chain that holds the organization together, keepingit directed at pulling in all the potential customers that they canhandle.2. All processes should have a defined customer whose needs andexpectations are understood and are being met.3. No process is so good that it cant be improved, although some

processes need more improvement than others.4. There is always a better way of doing everything.5. The greatest competitive advantage is knowledge that leads toinnovation.6. People who understand why they do something, do it better andfaster.7. When something gets measured, it gets attention.8. There is a direct correlation between internal customer satisfactionand external customer satisfaction.

9. Every organization has an obligation to provide value to the peoplethat invest their hard-earned money and time into the organization.10. Expending resources related to the organizations employees isan investment, not a cost.11. The elimination of waste is everyones job.12. Management needs to set the example and walk the talk.13. Each individual needs to be sure that his or her suppliersunderstand what are needed and not ask for things that wont be

used.




3/3

My questions to you are: What progress have you made to make the 13 fundamental truthspart of your lifestyle and behavioral patterns? What have you done to embed these truths into the culture anddaily behavioral patterns of the organization you are in?

Can and should you have done more? We have had 25 years and more to make it happen. Did wesucceed?

About The AuthorH. James Harrington is CEO of the Harrington Institute Inc. andchairman of the board of e-TQM College Advisory Board. Harringtonis a past president of ASQ and IAQ. He has more than 55 years ofexperience as a quality professional and is the author of 33 books.Visit his web site atwww.harrington-institute.com.

Quality Insider Article Twitter Ed

Source URL (retrieved on 05/06/2011):http://www.qualitydigest.com/inside/quality-insider-article/thirteen-fundamental-truths.html

2011 Quality Digest Magazine. All Rights Reserved.

Home

the Insider

Videos

Magazine

Privacy Policy

Resources

Search

Subscribe

Advertise

About Us



Documents

Thirteen Fundamental Truths - Harrington