Quality Control Series : Research

A few years ago, we did some research to determine the makeup of our redos. The results were very revealing. Statistically, approximately 60% of redos were due to production, 20% were due to sales, 10% were due to the customer, and about 10% were due to technology or uncontrollable circumstances.

The first observation is that production was not responsible for all the redos. Often they are blamed for 100% of them, and this can create tension between sales and production. Second, when sales make a mistake, it is usually 5-10 times more expensive. Third, the average redo took four hours to correct. [Disclaimer : We didn't count jobs that were caught before they left the building as a redo.] Fourth, and most important, 99% of all redos could have been prevented in less than one minute.

Quality Control Series

The illusion is that quality is a time waster hovering over you like a watchful big brother. But the reality the reality is that a lack of quality control means pain, and the struggle to survive.

Over the next few weeks, I am going to explore the topic of quality control in the construction support/reprographics industry.

T.E.A.M.

I was looking back on some customer service training I did a few years ago and came across an acrostic for the word "team."

T = Together
E = Everyone's
A = Ability
M = Multiplies

What a powerful way to describe the exponential power of a team. Together, we truly multiply everyone's ability to succeed by combining strengths and overcoming each others weaknesses.

Selling?

People don't like to be sold- but they love to buy.

- Jeffery Gitomer