In A True Zero-defects Approach, There Are

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.

In A True Zero-defects Approach, There Are No Unimportant Items.

We Must Define Quality As Conformance To Specifications If We Are To Manage It.

The Cost Of Quality Is The Expense Of Doing Things Wrong.