Too many recurring mistakes cost money. And they deteriorate customer confidence and relationships. All output should be measured in terms of the number of mistakes or customer complaints in order to pinpoint problem areas. Once identified, it is crucial to deal with the causes of the problems as soon as possible. Perhaps additional training is required. Or a process might be too cumbersome or not clearly documented. Or it is possible that the area in question is being poorly managed. There is always the possibility that all three conditions exist.