ABSTRACT
Mistakes are learning opportunities. Quality improvement gurus such as the late W. Edwards Deming have suggested that over 90% of all performance problems are systems problems. …e individual or the team may not be at fault, but something in the overall process makes it di²cult to succeed. Perhaps management is giving con±icting messages about priorities, or the computer system breaks down at crucial times, or the system itself is constructed in a way that almost guarantees certain levels of performance.
