If We Deliver On Time, But The

Most Things Don't Work Like They Are Supposed To Work.

Quality Management Is Needed Because Nothing Is Simple Anymore, If Indeed It Ever Was.

Quality Is Free. It's Not A Gift, But It's Free. The 'unquality' Things Are What Cost Money.

Improving Quality Requires A Culture Change, Not Just A New Diet.

Many Managers Feel, Somewhat Cynically, That People Are Being Paid To Do Their Jobs And That's That. This Attitude Reflects An Insensitivity To People That Is A Trademark Of Many Hockey-style Managers.