Customer's standard is quality. Quality is the only acceptable standard for service to the customers of today. When American car makers in the 1970s put sales above quality, they opened the door for the quality-conscious, continuously improving Japanese who sought to sell their product only if it had no or very few defects. The Japanese knew their long-range success was in customers who were satisfied from the beginning. The Toyota Camry plant in Georgetown, Kentucky has a clothesline running the length of the assembly line.
All employees bear the responsibility to pull it if they see a defect.
When an employee pulls the cord, fewer cars are built that day but the ones which are have fewer defects. The employee receives a lot of attention because the company wants the defect fixed and the line rolling as soon as possible, but the attention is not negative because the company wants to encourage the identification of defects. We have no tolerance for mistakes or for a failure to use the best techniques known nationally. Defender clients have a right to innovations like case review from defenders. National legal standard is quality.