One day, I received a phone call from a former client who had just been promoted to a new position at his company. He told me that he was the newly minted “Chief Quality Officer” for the company, reporting to the Chief Operating Officer (the #2 position in the company). He was very excited and asked me to lunch to talk about future plans. I remember thinking at the time that this company was way ahead of the curve, and getting serious about quality. It was a time when “Six