It's Time to Track Errors--Dickeson

"The list of errors looks familiar," noted Peter Doyle, of Action Printing in Fond du Lac, WI, upon reviewing my listing of mistakes for the other printing firm. "I am sure most printers could generate similar lists."

Look Below the Waterline
We can measure the cost of time and materials in rework—the tip of the iceberg that shows above the waterline. But we have no means to measure the seven-eighths of the iceberg beneath the water—the monetary impact on loss of customer loyalty and new work, disruption of tight schedules, degraded worker morale, and forborne marketing opportunities resulting from mistakes and rework. The means of accountability have been mostly non-existent. Post mortem analysis are inevitably finger-pointing circles.