• Quality is defined as meeting and/or exceeding the expectations of our customers.
• Success is achieved through meeting the needs of those we serve.
• Most problems are found in processes, not in people.  CQI does not seek to blame, but rather to improve processes.
• Unintended variation in processes can lead to unwanted variation in outcomes, and therefore we seek to reduce or eliminate unwanted variation.
• It is possible to achieve continual improvement through small, incremental changes using the scientific method.
• Continuous improvement is most effective when it becomes a natural part of the way everyday work is done.

Core Steps in Continuous Improvement

• Form a team that has knowledge of the system needing improvement.
• Define a clear aim.
• Understand the needs of the people who are served by the system.
• Identify and define measures of success.
• Brainstorm potential change strategies for producing improvement.
• Plan, collect, and use data for facilitating effective decision making.
• Apply the scientific method to test and refine changes.