A major part of the zero defects concept is to recognize outstanding performance on the part of employees by presenting them with an award. After all, you asked for zero defects performance, so let people know when you get it.

Recognition can be a tricky business. Done right, it’s full of benefits. The employee feels good, you feel good, and everyone knows what your performance standard is (zero defects), and what happens if that standard is met. Don’t you feel good for the Olympic medal winners?

Do it wrong and you will have a disaster on your hands.

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