Quality Assurance

xxvii

Acknowledgments

No book is the result of one person. Many individuals both directly and indi-

rectly contribute in subtle ways that make the formal book worth printing.

This book is the result of many years contemplating what is necessary to

have a launch that is as awless as possible. Recognizing that nothing is per-

fect and that the unexpected always nds its way into any given situation, I

decided that I would try to identify the key indicators to guide an organiza-

tion through the cultural change that is necessary to pursue a way of life that

expects doing it right the rst time.

I concluded that this cultural change takes two parties. ...