Management commitment - demonstrated every day at top level with managers leading the culture change; Employee empowerment - supported by policy deployment, teamwork and suggestion schemes; Fact-based decision making - based on the use of tools such as Statistical Process Control, fishbone and affinity diagrams, Pareto charts and Failure Mode Effects Analysis; Continuous improvement - a way of life at ST through the Kaizen approach, teamwork and continuous Plan - Do - Check - Act cycles; Customer focus - the starting point for all our strategies and the vital measure of our success.