Why you should avoid a zero-defects mentality

Mary and Tom Poppendieck provide input on why a zero-defects mentality is not a good thing.

According to Defense Secretary William J. Perry, a "zero defects mentality" is a bad thing in the military. "Demanding such a rigid standard produces timid leaders afraid to make tough decisions in crisis, unwilling to take the risks necessary for success in military operations. This zero defects mindset creates conditions that will lead inevitably to failure..."

Colin Powell has said: "Organization doesn't really accomplish anything. Plans don't accomplish anything, either. Theories of management don't much matter. Endeavors succeed or fail because of the people involved."

Mary and Tom write the paradox is that superior performance comes from low control: "Organizations which tolerate mistakes and overlook disobedience build an organizational culture which knows that the best way to tackle the really tough problems is through the people who are closest to them. They also build a cadre of front line workers who are not afraid to think and act on their own."