Most of us really do want to do the right thing. We shouldn't be blamed for things over which we have no control. There's a word for that; it's called scapegoating. Nor, however, should we engage in the bureaucratic shuffle and try to deny that we have any opportunity to influence the outcome. In the spirit of TQM, there are innumerable small steps that each of us can take every day to ensure steady progress in the appropriate direction.

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