122 • Relentless Improvement: True Stories of Lean Transformation
that boat, would I want it xed? I absolutely would not want a bunch of air
hoses dragged through my $400,000 boat to repair a small scratch that I
probably could not nd, or would never see.
As I worked with Joe, our quality manager, we began to build up a lot
of trust. I really had to put my money where my mouth was with prod-
uct quality. Actually, it was easy because I have a very high personal
standard for quality. To me, quality is integrity. I have never knowingly
passed on a defect in my career. I have made some tough quality calls,
usually where the x was worse than the condition, but never allowed
a knowingly defective product to be shipped. Once Joe really knew t ...