Tom Jackson's wife recently had a baby girl. When at thehospital, Tom was dazzled by the high quality of care that his wifeand newborn received. As his daughter was being cuddled by a nursehe commented on the wonderful care. They both laughed when thenurse nodded jokingly to the baby and said "we are not supposed todrop any of them." Later that day on his way back to work at thebank, Tom wondered about the high number of loan applications whichcontain bank generated errors and have to be reworked. Was itunreasonable to expect that the work of bank employees be correct100% of the time as it was in the hospital? Where should he beginwith his concern for quality?