Symptom: People don't know what is expected of them, i.e., what is meant by "quality."
Doing quality work does not mean that every product is gold-plated. It means that every product is delivered with a consistent level of quality that always meets the customers' requirements. Quality encompasses the reliability, efficiency, and safety of operational processes, as well as the accuracy (lacking defects), flexibility, usability, and life-cycle costs of ownership of product designs (custom projects).
In a broad definition of quality, products must come with everything the customer needs to make the intended use of the product. In this sense, products must come with needed documentation, installation, and the repair of problems caused by its installation. Anything less than such a broad definition of quality is likely to leave a customer disappointed with a perfectly good product that doesn't achieve its intended purpose.
The answer is found in definitions of products that include every aspect of quality. Product definitions are an essential activity in determining internal deliverables (work flows).
Root cause:Structure, work flows (product definitions) copyright 2024 N. Dean Meyer and Associates Inc. All rights reserved.
