Tom Jackson's wife recently had a baby girl. When at the hospital, Tom was dazzled by the high quality of care that his wife and newborn received. As his daughter was being cuddled by a nurse he commented on the wonderful care. They both laughed when the nurse nodded jokingly to the baby and said "we are not supposed to drop any of them." Later that day on his way back to work at the bank, Tom wondered about the high number of loan applications which contain bank generated errors and have to be reworked. Was it unreasonable to expect that the work of bank employees be correct 100% of the time as it was in the hospital? Where should he begin with his concern for quality?