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Customer Filter

One of the most common mistakes we see Quality Control Managers make is the lack of understanding boundaries or a Customer Filter. A Quality Control Manager’s reputation is he or she’s most valuable asset. The quickest way to destroy one’s reputation in the Quality Control Field is by being untrustworthy to the General Contractor he/she works for and or the Client. While it is a dance on a tight rope at times keeping one’s General Contractor and Client happy, a Quality Control Manger must never forget their Customer Filter. A Customer Filter should never imply the hiding of any issues, or deficiencies but rather the way in which a Quality control Manager should conduct their business.   The General Contractor who employs the QC should always be notified of issues first. This is to enable the team to present the issue with solutions if possible. The way in which deficiencies are brought to a client can mean a world of difference. These first impressions as issues or Opportunities come up can mean the difference from a simple variance, or additional test to hundreds of thousands of dollars in tear out and re-work.

On the same subject we also see many Quality Control Managers forget to keep their relationships with end users and clients professionals. Many QC’s fall into the trap that the end users are friends and get into a position where they are communicating with clients solely and inappropriately representing their General Contractor. No respect is gained or held in bad mouthing the General Contractor you are employed to conduct Quality Control for.

Bottom line it is your job as a Quality Control Manager to bring any and all deficiencies to light however it is important the steps you take in doing so. Below are 4 very important steps to remember.

#1 Remember to properly document all deficiencies found in a timely manner in writing with pictures when possible

#2 Communicate the deficiencies found with your General Contractor and work with the Project Team to formulate deficiency notifications with solutions when applicable

#3 Issue/communicate the deficiencies found to the end user/client with proposed solutions when applicable in a timely manner

#4 Always conduct yourself with end users/clients in a professional manner. Always positively represent your General Contractor.

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