The jetpacks have been on full thrust for a while now, but we haven’t even left the ground. This can be said for a lot of our reliability improvement programs. We’ve just been doing enough to sustain the mediocre performance we’ve achieved for the last few years. The fuel in our jetpacks is not an endless supply and it will run out. Pretty soon there will be nothing left. The jetpacks will stop and there will be silence. From my experience, our failure to launch is because we are stuck in the reactive cycle, we are disengaged, and we don’t fix the broken windows! 
 

1. What are some common traits that hinder improving reliability
2. What can we do about them
3. What does broken windows have to do with it