Focus Quality Management on Processes, Not People

Jerry called me to set up an afternoon meeting on May 1. I invited him to lunch, but he asked for a rain check as his schedule was crazy. Jerry and I exchanged e-mails frequently, so I knew that he and his wife were getting excited about moving into Wayne’s house. The Morettis were moving to Arizona in July and planned to leave Illinois during the last week of June. Jerry was already beginning to pack up the apartment, preparing to move in shortly after the Morettis moved out. Jerry had filled out the necessary paperwork to take over ownership of the Morettis’ home and had already secured the ...

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