99.9 % Quality means…….

• 21.7m lost emails each year in the UK
• 19.8m letters lost by the UK Post Office last year
• 1632 defective cars sold in the UK every year
• 639 lost babies in maternity wards each year
• 450 failed take off or landings in the UK
• 140 people made redundant during 2003 in error
• 80 Escaped prisoners per annum 
• 6 failed pacemakers per annum
• ……8.7 hrs of pacemaker failure last year!

 Variation is the enemy, procedures are the ally

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