I want to deal with continuous improvement. I think that was a very good point raised by the Auditor General. If I understand continuous improvement, you collect data and you use different tools--Pareto charts and other statistical measures--to try to identify clusters of errors. Then you act on errors by going back into the system to make sure you identify the root cause of the problem, and you eliminate it. Good-quality organizations in the world today that are recognized to have outstanding products and services in the marketplace are those that have a culture of continuous improvement built into their organizations.
This program, it seems to me, fits right into that. You're delivering a specific service. From what I can gather, the Auditor General reviewed this. There were a whole bunch of inspections after the fact, but the data wasn't being used to ferret out all the problems in the system.
The first thing I saw when I saw that report was that your managers and your department are not trained in this total quality management aspect. I'd like you to explain whether the department is into this culture of continuous improvement and total quality management. Are your managers trained in this? That's very important. If you're not, we have a big problem in this department.