You should know what you want , Mr. Customer

Digital televisions are making wave now , so visited the shop.

Greeted by a smiling sales person so told him " looking for a digital television. possibly 32 inches" as soon as he heard my requirement , he took us to the section of the plasmas. Looking at the rice tags I asked him why digital TVs are so expensive. Then he took us to the LCD TVS which were better on the price tags but still not fitting in my budget. So curiously asked him

" any more choices? ",

so he took us to the conventional looking TVs with ability to receive digital transmission.

Realising our confusion due to lack of knowledge of new breed of TVs there by not sure what we want , he left us with the booklet full of basic information on digital TVs.

The action of the salesman demonstrates that get your requirements right or at least decide on the parameters you want operate within, then buy your TV set .
I am sure more clarity of the requirement will help salesman in making best offer.

Zero defect delivery is only supplier's responsibility and not of the user/customer.

This statement need revisiting to demystify the misconception because the Zero defect policy implementation start with User requirement statement. What does this means?

User requirement statement or an acceptance criteria should be more specific and should not leave any ambiguity or room for imagination. In short requirement statement should be a clear to understand and should result in the only one interpretation. Change of the requirement or moving the goal post or even feel of the change of the requirement will impact the entire process of assuring the Zero defect delivery.

So before getting into the fascinating game of picking on each other every one should behave like a statesman understand , identify and accept the reason of the deviation , if this happens then there is great possibility of the success of the Zero defect delivery.

So ensure that the User requirement is well understood , accepted and subject to change management.