Quality is not created by processes, controls, measurements and audits. Quality is not created by testing and reviewing. Quality is created by the people who do the work. In this talk, a process improvement consultant will tell you why you should forget about process and focus on what really matters: the people doing the work. FP2 is a review of what needs to be in place in order to deliver high-quality products and services without the levels of bureaucracy and supervision so frequently expected by management and consultants selling their solutions. Let’s change the world together.