9. “Zero Defects is a worker motivation program.”
The answer to the ninth statement in my "Question on Quality in Construction" series is false. Crosby stresses that “…if you think that Zero Defects is a worker motivation concept, you are underestimating it.” As part of a construction company quality program, Zero Defects defines the standards that company managers and executives expect from project teams – in a straightforward way that cannot be misinterpreted. Zero Defects is the standard, Zero Defects is the goal. Not 92% conformant, 8% non-conformant the first time. Zero Defects the first time. Managers and executives need to expect 100% of the work to be put in place correctly the first time, without any rework.
As one Vela customer exclaims, “We are only paid to do it once!” What is the expectation set at your company by your managers and executives? Do it right the first time OR do your best – we understand that you’re not perfect. It’s fine that you have to go back and correct work a second or third time for which we’re not paid. We’ll pay for all of your time, overtime and extra hours, and all of the extra materials, to correct work the non-conformant work. Standards need to be: Do it right the first time!
The answer and related commentary to the tenth and final statement in this series on quality, “The biggest problem today is that the customers don’t understand,” will be posted next week! For more information on quality and company quality management programs for construction and capital projects, please read my blog entry each week.
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