An endless, meaningless string of apologies signals a failure to change one’s own behavior. What matters is not whether the person was authentic or really meant it in those passionate expressions of remorse. All that counts is whether that person follows through so there is no repeat performance.
We define a true culture of quality as an environment in which employees not only follow quality guidelines but also consistently see others taking quality-focused actions, hear others talking about quality, and feel quality all around them.
