In A True Zero-defects Approach, There Are

Problems Breed Problems, And The Lack Of A Disciplined Method Of Openly Attacking Them Breeds More Problems.

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.

It Isn't What You Find, It's What You Do About What You Find.

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

It Is Always Cheaper To Do The Job Right The First Time.