The people doing the work.
WHAT DETERMINES QUALITY
Skill, tools and whether they are rushed.
WHAT TO ESTABLISH BEFORE HIRING
What they can actually do What training they have What they have worked on
HOW TO ASSESS
A practical test on a real fault.
WHY
Claimed experience and demonstrated ability differ.
WHAT PAYMENT STRUCTURES EXIST
Fixed wage Wage plus productivity element Payment per job
WHAT FIXED WAGE PROVIDES
Predictability and willingness to do careful work.
WHAT PAYMENT PER JOB PROVIDES
Productivity.
WHAT IT RISKS
Work rushed, steps skipped, faults left.
WHAT TO DO ABOUT THAT
Inspect before release, and make rework unpaid.
WHY UNPAID REWORK
It aligns the incentive with doing it correctly first.
WHAT TO PROVIDE
Correct tools and equipment.
WHY
Improvised tools damage components and injure people.
WHAT TO ESTABLISH ABOUT TOOLS
Who owns them, and how losses are handled.
WHY
Tools disappear continuously where nobody accounts for them.
WHAT TO TRAIN
New systems and technologies Diagnostic equipment Safe working Customer interaction, for those who speak to customers
WHY NEW TECHNOLOGY MATTERS
Vehicles change, and workshops that do not keep up lose the newer work.
WHAT TO MEASURE
Jobs completed Rework rate Estimated against actual time
WHAT REWORK INDICATES
Skill gaps, rushing, or poor parts.
WHAT DRIVES RETENTION
Correct and timely pay Tools that work Being treated with respect Learning
