You certainly do work in an industry where the cost of quality is high. One extreme example is the airline industry where even minor failures can have catastrophic results. Quality program like Total Quality Management as well as Six Sigma need to have complete leadership commitment in order for firms like yours to be successful. At the end of the day the cost of a failure due to poor quality needs to be determined and when the cost is measured in lives the result should be a deep company wide commitment on failure prevention. One of the keys to creating a process that virtually eliminates the possibility of failure is consistency. Once you have regulated and enforced consistency in the process you focus on reducing process variability so that failures are all but eliminated (Wirtz 2003).

QUESTION: How has Total Quality Management in your company or a well known company addressed associate training to eliminate failure?