Quality (meaning getting everyone to do what they have agreed to do) is the skeletal structure of the organization; finance is the nourishment; and relationships are the soul. All of this comes together in what I call Completeness. Management has learned that they cannot delegate the policies and decisions of finance, and they must learn the same about the other two. Executives spend most of their time on finance and turn the rest over to functional professionals whose main concern is to protect their own turf and pride. It is hard to find any of these who are more interested in the company as a whole than in the success of their own functions. It is as if they feel they have to get re-elected all the time. In the twenty-first century, management will not have the latitude to fail regularly and still get on somehow, as is the pattern today.
- Philip B. Crosby, Completeness, 1992