12. The core of TQM is the customer-supplier interfaces, both externally and internally, and at each interface lie a number of processes . This core must be surrounded by commitment to quality, communication of the quality message, and recognition of the need to change the culture of the organisation to create total quality. These are the foundations of TQM, and they are supported by the key management functions of people , processes and systems in the organisation.
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27. SOURCE: Using BPMN to Model a BPEL Process by Stephen A. White, IBM Corp., United States Business Process Modeling Notation (BPMN)
30. W Edwards Deming PDCA Cycle The cycle is about learning and ongoing improvement, learning what works and what does not in a systematic way; and the cycle repeats; after one cycle is complete, another is started.
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36. Ishikawa. . . Fishbone or Cause and Effect Diagram The diagram systematically represents and analyses the real causes behind a problem or effect. It organises the major and minor contributing causes leading to one effect (or problem), defines the problem, identifies possible and probable causes by narrowing down the possible ones.
43. McKinsey 7-S Model Placing Shared Values in the middle of the model emphasizes that these values are central to the development of all the other critical elements.
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