Before you can deliver your products and services,you must first employ economic resources. Your facility’s most important pur- chase and asset is its staff. Performance is a precursor to profit, and higher margins allow greater reinvestment in quality (Figure 3). Though all staff members should have QM responsibilities, it’s the individuals on the front-line who deliver the products and services. Competence, character, responsibility and personality in their respective roles is crucial. Staff must be committed to providing exceptionally high levels of service for all withwhom they interact, in and outside the facility, on a consistent basis.