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10. “The biggest problem today is that the customers don’t understand.” The answer to the tenth and final statement in my "Question on Quality in Construction" series is false. Crosby states that “…the customer is the customer…”, and in the construction field, the customer is generally the owner or developer, whether public or private, institutional [...] 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 [...] #8 “I have a list of the ten biggest quality problems.” The answer to the eighth statement in my "Question on Quality in Construction" series is false. Meaning, if you have a list of ten -- or of any number of quality problems, as Crosby points out, first, you are probably not achieving reasonable results with [...] #7 - “I have trend charts that show me the rejection level at every key operation.” The seventh statement in my "Question on Quality in Construction" series must be, and is true. Crosby remarks "...if it isn't true, you are in worse shape than I thought." To cite the steadfast adage, “You can't manage what you don't [...] “Worker attitudes are the primary cause of defects.” From a standpoint of common sense, this sixth statement in my "Question on Quality in Construction" series immediately comes off as false, but let’s break down the statement and begin to explore Crosby’s reasoning as to why it is false. Crosby asserts that workers, laborers, trade crafts and work [...] |
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