Defects

Preventing, finding and fixing defects is necessary to deliver a (reasonably) defect free product. There is an optimum cost (when cost of quality is at its minimum) for (reasonably) defect free products and services, and it depends on the right combination of prevention, detection and correction.
Reasonable for the specific customer needs, that is.

Customers accept these premises on any engineering project except for systems and software ... I guess we are not good at explaining why it is good to test, why it is in the best interest of our customer to test, why validation is necessary even if we have verification in place.

Finding and fixing defects at a cost that is smaller than preventing them is good business, adds value and must be done.

Using our customers resources to find and fix defects that could have been prevented (at a reasonable cost) is wrong, does not add value and must be eliminated.

Fungus

Sales

Some times I just feel I've been left outside.

I believe sales techniques should inform potential customers about the true characteristics of a product or service, so that the customer may take an informed decision to buy or not.

When the advertised quality is that the product is worth walking a mile, or that it will make me smell soo good that girls will fall for me, or that it's so delicious that a handsome teenager would kiss an ugly old lady to get Klondyke's double chocolate bar, I just don't get it.

I feel that I've been left outside looking in, and glad to feel so.

Fungus

Afterservice

Customer service means two different things.

One. When I offer a service and charge for it.
Two. When I deliver a product that does not work and promise to make it up to you with free fixes and repairs.

Customer service (two) has been dead for a long time.
Deader still, if it is paid in advance. "Musica pagada toca mal son" (Musicians paid in advance play bad music).

Smart people use the Cost of Quality model described by Crosby, Juran, Gryna and others. They know that it costs more to deliver a low quality (or incomplete) product, than to invest in solid processes and training, and deliver high quality on time within budget.

But this model is a well kept secret and only smart people use it. A small group, as we all know.

Fungus

Salespersons

I'd like to see salespersons focusing on better serving their customers.

That means:
1. They should make sure that they sell something that really adds value to their community.
2. They should develop the skill to understand the needs and expectations of their community
3. They need to gather the power to force improvements in the products or services that they represent.

In short, a salesperson is a smart link in a community.

Fungus

Customer

How do I say no to a customer? Why would I want to say no to a customer, internal or not? ...unless I don't want their business. If my customer asks for a service or a product, and my best answer is "no", I would ask: Tell me more...? Why do you want me to do ...? The customer is always first. We need to explore and understand the needs and expectations of our customer. Only then can we start making decisions. Fungus

Stakeholders

We must take customers, suppliers and all other stakeholders into account.

Any quality oriented organization needs to acknowledge that its business environment is made of all people affected by the organization. In other words, all its stakeholders.

That's a big bunch, and it includes owners, managers, employees, customers, suppliers, government, society... the business environment. Spacecraft Earth, if you will.

If you agree with me on that, it follows that to fulfill stakeholders stated and unstated needs and expectations, you must understand them.
Needs and expectations change and only active change analysis and risk management will let you cope with that.

Fungus

Communications

Communications is always a problem, and it is never easily solved.

Every projet needs a communications plan. What you learn as you prepare that plan is more important than the plan itself.

Your plan should help you to: 1. Focus on business goals 2 Be clear about who needs to know what 3. Be sure they have the information available 4. Ask, don't tell 5. Be sensitive and respectful 6. Understand that "The Truth" is a myth... be practical.

And of course. Laugh at your own mistakes.”

Fungus