Customer focus Who are your relevant customers and customers’ customers? What are their relevant needs and expectations current and in the future? Do you measure customer satisfaction? For example, construction companies can be focused on a particular kind of customer or a particular kind of construction
Leadership Determine what are your competitive advantages. Determine and communicate internally priorities and objectives aligned with those priorities. Your organization doesn’t need to be perfect but it should be focused on improving what enhances customer satisfaction. For example, some construction companies know very well what kind of customers and projects are to be avoided
Engagement of people Communicate how people can contribute to quality policy and objectives while doing their daily work. Invite people to participate in improvement actions. For example, some construction companies give voice and ask for suggestions about work methods, materials, and equipment
Process approach Model how your company works as a set of interrelated processes working to carry out a set of projects. Establish authority, responsibility, and accountability for managing processes and projects. Determine process and project risks and constraints and work to manage the most relevant. For example, some construction companies learn how to see what is systematic and permanent, although each project is different
Improvement Establish improvement objectives. Train and prepare people to become competent. Develop improvement projects.
Evidence-based decision making Determine, measure, and monitor key indicators about the organization’s performance. Make data available to the relevant people. Analyze and evaluate data and information. Make decisions and take actions based on evidence, balanced with experience, and intuition. For example, construction companies have this kind of approach at company level and at site level. For example, at site level construction companies compare actual performance versus budget.
Relationship management. Establish relationships that balance short-term gains with long-term considerations. Gather and share information, expertise, and resources with relevant interested parties. For example, construction companies may develop relationships with universities and some suppliers to be aware of know-how.