Do Things Right the First Time
Another fundamental lesson from the quality process teaches us the importance of “Doing things right the first time.” Think about what this really means to your customers. How much does it cost not only your customers but also your organization when things are not done right the first time? Besides the financial expense of having to do something over again, what about the costs to your relationship with the customer? Perhaps this is the greatest cost of all.
What are the customer relationship costs to you when things are not done right the first time? List as many as you can think of in the spaces below.
How could doing things right in the first place prevent some or all of these problems and the resulting expenses?