is a lip-service invocation of the Q word. Eric may not even know what needs to change, but he knows that his management isn't happy with something called Quality, so it better become the number one focus of his team.
Rhetoric about Quality cannot address the underlying issues in any organization. The organizations I've seen succeed don't argue about Quality-with-a-capital-Q. They focus on underlying aspects of quality: reliability, scalability, maintainability, etc. They identify the key criteria for their environment and work toward improving their software in those areas.
Quality is fine as an umbrella term, but only if the stakeholders have a mutual understanding of the various characteristics that contribute to a "quality" product for their particular business.