Absence of defects does not necessarily build business... Something more is required.
The job can't be finished only improved to please the customer.
Quality begins with the intent, which is fixed by management.
The system that people work in and the interaction with people may account for 90 or 95 percent of performance.
We want best efforts guided by theory.
Stamping out fires is a lot of fun, but it is only putting things back the way they were.