Re:measurement is the heart of science (Score 1)

People (PHB's or Consultants) who talk about increasing quality without talking about defects are doomed to failure. The only way to put quality into a product or process is by

1. identifying defects,
2. inspecting for them, and
3. when one is found
   1. fix it and
   2. fix the process so it doesn't happen again.

The people who talk about quality as something that can be put into a process remind me of the Herman cartoon from years ago that showed a sign over a hen house that said "Think Grade A Large."