Re: Re[2]: Personal Quality Standards

Subject: Re: Re[2]: Personal Quality Standards
From: Lisa <lisa -at- ENVISION -dot- COM>
Date: Wed, 16 Oct 1996 10:35:53 -0500

I have watched this discussion for a bit. I would like to add my two cents worth. First, I think anyone pointing out flaws in previous work should have objective evidence that the documentation didn't work. By this I mean specifically how did it not meet customer expectations? Obviously, they were okay with it or they would have pointed out the flaws themselves. I would think that by showing a reduction in productivity or an increase in help desk calls BECAUSE of an inaccurate or poorly written manual any writer can make an argument for rework to the manual.

Second, if you can't show this objectively then you must ask yourself WHY do you want to remake the manual? If the reasons are all personal then remind yourself you don't get paid to be personal. You get paid to satisfy the customer.

From: Arlen -dot- P -dot- Walker -at- JCI -dot- COM[SMTP:Arlen -dot- P -dot- Walker -at- JCI -dot- COM]
Sent: Wednesday, October 16, 1996 9:39 AM
Subject: Re[2]: Personal Quality Standards

I second that. It's too late to do anything but re-negotiate the
contract. Barring that, she should learn from her mistake of not
reviewing the manual beforehand, and be careful next time. It's too
bad, but life goes on.

Sorry, but I woke up this morning needing a rant, and you're giving me an
opportunity I can't resist. Feel free to ignore the rest of the message.

I've got a novel idea: Perhaps she should deliver what she promised to
deliver. Live up to the agreement she made, and chalk any extra costs up to
educational expenses.

I have a real problem with the "Ooops. I made a mistake, now who can I get
to pay for it?" mentality which is cropping up ever more frequently. What
ever happened to the idea that *my* mistakes are *my* fault, and *I* am the
only one who should be expected to pay for them? Are honesty and integrity
so far out of fashion as that?

By all means tell the client about the extra work which this project
entailed. That's part of the lemonade you make out of this particular batch
of lemons; you get some advertising for your integrity.

Contracts are made to be lived up to, not renegotiated. Who do you think you
are, a professional ball player?

Have fun,
Chief Managing Director In Charge, Department of Redundancy Department
DNRC 224

Arlen -dot- P -dot- Walker -at- JCI -dot- Com
In God we trust; all others must provide data.
Opinions expressed are mine and mine alone.
If JCI had an opinion on this, they'd hire someone else to deliver it.

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