Zero Defects by Norman Bodek:
I believe it is possible to have zero defects (in a sense). But I do not believe it is a good management strategy to practice what those I have heard in the past preaching zero defects.
A Dichotomy by Norman Bodek. Wow, you really have to look to find this article after you follow the link [I removed the link – additional site defect is now a completely broken link, violating basic 1998 guidance that web links must live forever]. I think the site could really benefit from improving the usability of the site (similar to lean ideas on making things visible and easy to find):
I know many people talk about this conflict (aiming for zero mistakes means missing the most important ideas – because they might be risky). However, I have never really understood it as a conflict. You want to take risks to try new things to experiment to learn. Doing those things can be done in a manner that doesn’t provide your customers a defect. I suppose there are times when you take a risk your customers may be disappointed, but I don’t see why this need be the case with most experiments.