TQM: TOTAL Quality Management

... and we do mean total:

[...] air traffic controllers who dealt with two of the hijacked airliners on Sept. 11, 2001, made a tape recording that day describing the events, but the tape was destroyed by a supervisor without anyone making a transcript or even listening to it [...] it was later destroyed by an F.A.A. quality-assurance manager, who crushed the cassette in his hand, cut the tape into little pieces and dropped them in different trash cans around the building [...]