Text version scenario

We take pride in quality and do not want to take shortcuts, but we need to keep our schedule commitments to customers.

A project manager, known to take pride in doing quality work, raised concerns about how almost unrealistic time schedules make it more difficult to achieve the quality standards that she wants to deliver. For example, a client was very eager to check if the project progressed according to the schedule while at the same time asking for additions and changes which would affect the schedule. Being committed to customers, it makes her very disappointed and frustrated when the need of getting things done quickly affects the quality of work.

Discussion question

• Have you experienced unrealistic time schedules affecting the quality of work?
• How did you approach it?
• What did you learn from it?

Things to consider

We can learn from these situations to help us truly live our values. We can consider the following actions:

• Spend enough time upfront –during the sales process and initial stages of the relationship– to clearly understand the customer’s needs and discuss time vs quality issues.
• Create relationships of mutual respect with our customers that enable us to openly discuss issues with them.
• Display courage in expressing the right thing within the team and to the customer, rather than saying “yes” without fully thinking through the request.

For guidelines on this topic read our Code of Conduct chapter on Relationship with business partners.