As others do the work.
THE RISK
Quality varying by who did the work.
Customers notice, and it undermines everything.
WHAT PREVENTS IT
Documented standards Examples of good work Checking, particularly early Feedback
WHAT TO CHECK
Early work thoroughly Then samples, as confidence builds Anything for an important customer
WHAT TO ESTABLISH
What must be checked before it reaches a customer.
A simple checklist works.
WHAT TO DO WHEN QUALITY SLIPS
Establish the cause: training, time pressure, unclear standards, or attitude.
Each needs a different response.
THE TIME PRESSURE CAUSE
Frequently the real one.
If quality slips when busy, the problem is capacity or scheduling.
WHAT TO MEASURE
Complaints and rework.
Rising rework indicates a quality problem before customers complain.
WHAT TO PROTECT
Whatever made customers choose you.
WHAT NOT TO DO
Accept declining quality as a cost of growth.
