Defects are not free. Somebody makes them, and gets paid for making them. - W. Edwards Deming

A manager of people needs to understand that all people are different. This is not ranking people. He needs to understand that the performance of anyone is governed largely by the system that he works in, the responsibility of management.

Blame the process, not the people.

I think that people here expect miracles. American management thinks that they can just copy from Japan—but they don't know what to copy!