Quality Management

Where to start with trying to address improvement. Here is a high level approach.

  1. Identify the area for improvement
  2. Establish your current metrics on that area and map the current process…

 

It is amazing how quickly we can create a negative impression in the most of simple ways. The danger can be not having perspective, doing what has always been done or falling into the act of ‘processing a…

 

An ambassador for your company! Just because you don’t close that sale doesn’t mean that you should disengage with that potential customer. All the effort you have put into selling them on your homes,…

How are you listening to the Voice Of your Customer? A survey finds that 52% of organizations use 3 to 4 methods to gather VOC data and 22% as many as 7 methods! Only 5% rely on one source of VOC.

The most…

On a construction site a worker was grumbling to himself as he worked. “How is it going?” I asked. “What?........oh…..ah fine…..well…..do you know on how many jobs they keep doing this the same stupid way? I keep…

A roof can represent 10-25% of the cost of a building, 90% of improper installation procedures are covered from view upon completion of work and defects are not identified until leaks or other problems occur at a…

Sometimes it feels as though buildings are being designed without consideration of those that will occupy them. Thought always needs to be given to how the environment will be used. For example while visiting a…

A recent survey conducted by Deloitte entitled ‘Core Beliefs and Culture’ showed that culture creates strong business performance, it also showed a key disconnect between leaders and employees.

Both “…

I have personally seen organizations that have used initiatives to drive service excellence and have created for example 98% customer satisfaction as a result. In each case it has been about creating a systematic…

$50k which was to be transferred from one business account to another was not actually completed.

A client was given completely different instructions by 3 different representatives from the same office.

While Quality tools and techniques have been around for a long time and proven their worth I still see and hear situations that amaze me. For example a trade embraced quality and created checklists, inspection points…

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