In A True Zero-defects Approach, There Are

Very Few Of The Great Leaders Ever Get Through Their Careers Without Failing, Sometimes Dramatically.

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.

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

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

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