Tom Peters Philosophy

Peters' identified leadership as being central to the Quality Improvement Process.
He considered that 'management' should be discarded in favor of 'leadership' - the new role being that of a cheerleader and facilitator.

Leadership is the centre of
Care of Customers
Constant Innovation
People

The twelve traits of a quality revolution are:

1-Management obsession with quality
2-Passionate systems
3-Measurement of quality
4-Quality is rewarded
5-Everyone is trained for quality
6-Multi-function teams
7-Small is beautiful
8-Create endless 'Hawthorne' effects
9-Parallel organizational structure devoted to quality improvement
10-Everyone is involved
11-When quality goes up, costs go down
12-Quality improvement is a never-ending journey