3
O P I N I O N
Does quality matter?
We all know it does, but it’s also hard to define, hard to achieve, and if we fail in our pursuit of it, the consequences can be severe.
T he word “quality” seems to be constantly discussed in our industry, especially as a basis of differentiating from our competitors. We have the best quality, the highest quality, exceptional quality, and the list goes on and on. But what does that really mean? And is it really a differentiator of your firm?
Stephen Lucy
Ours is not an industry that mass produces a single product and thus we cannot easily evaluate quality by monitoring reject rates or by streamlining our work flow through automation. Quality is easy to define when you are producing the same thing over and over again. Consider the Malcolm Baldrige National Quality Award and the ISO Excellence Award. Both recognize performance excellence, based on process improvements and technical standardizations that impact organizational success and achievement. That is a hard task to track when it comes to the built environment. Each project has a unique set of requirements and every project is produced with a unique set of hands. There is no assembly line where everyone is doing the same task every day. Our supply chain varies because we use different people and companies for different services. From pressures to shortcut a process, fast-track a project, along with incompatible levels of experience,
implemented by people we rarely get to know or see, the opportunity for overlooking quality as a deliverable far exceeds any other. “Creating and leading a firm that focuses on the quality of its deliverables from start to finish not only builds one’s culture but ensures growth and success.” Although project teams expect quality in their deliverables, each member of that team aims to achieve that independently. Architects are creative and seek a unique legacy structure. Contractors are taught that you build it on schedule and budget at all costs. Engineers are detail driven but they are called upon to respond quickly to
See STEPHEN LUCY, page 4
THE ZWEIG LETTER November 12, 2018, ISSUE 1272
Made with FlippingBook Annual report