Quality and cost are not opposites with one being unproved at the expense of the other. Both can constantly be improved. Most defects and incidents of poor service are caused by the system, not by individual workers. Create cooperation and eliminate competition cooperation between agencies and their suppliers, between departments or divisions within the organization, and between employees. Competition leads to loss.
People pulling in opposite directions on a rope only exhaust themselves.
Our reward and evaluation systems are counterproductive and give employees mixed messages. Appraisal and reward systems based upon individual performance eventually digress into rating and ranking people. Eliminate numerical quotas, M.B.O., and M.B.R. Instead, understand and improve the system and work processes. By the time results are known it's too late to improve processes and methods. Cease awarding contracts based upon price alone.