* Zero defects is an aspirational goal requiring rigorous and proactive quality management. It's not achieved through reactive measures like final inspection.
* Data-driven decision-making is fundamental to the CMQ/OE body of knowledge. A zero-defect approach demands collecting, analyzing, and acting upon data to identify root causes of errors and to drive continuous improvement within processes.
* Customer satisfaction surveys, while important, are feedback tools. They highlight issues but don't inherently prevent defects.
* Internal audits help assess process conformance but aren't the primary driver of zero defects.
References:
ASQ CMQ/OE Handbook, Section III: Leadership (particularly Leadership Systems and Processes) ASQ CMQ/OE Handbook, Section IV: Strategy (focus on data-driven strategies)

In the early stages of developing a quality system, it is crucial for executive management to set clear goals and direction. These goals should align with the organization's overall strategic objectives and vision. By actively participating in goal-setting, executive management ensures that quality-related objectives are integrated into the company's overall business strategy. This proactive approach helps establish a strong foundation for quality management and ensures that quality principles are embedded throughout the organization. The involvement of executive management also signals the importance of quality to all employees and stakeholders, fostering a culture of continuous improvement and commitment to quality excellence1.
References: 1 The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition.
Sandra L. Furterer and Douglas C. Wood. Published 2021. Link