Doing Business With the Federal Government
US COE Partnership
I Salute You
TQM (Total Quality Management)
A few years back, I was asked to consult with a construction company about implementing a Total Quality Management program. (TQM, as everyone knows, is a management process developed by Arthur Deming, which he taught the Japanese helping them develop a strong, global economy after WWII. It is a concept of participatory management, customer obsessed, with quality at every level being the culture of the company.) After a great deal of work, discussion, training, process review, and the enthusiastic support of the supervisory personnel, the program was ready for implementation. Including a Best Practices Field Committee.
And then I received a telephone call that the operational manager of the company had told his project managers: “Listen, don’t pay attention to this stuff. I am just going along with it because the President thinks it is a good idea.”
The company has since faced oblivion three times, countless claims and almost a culture of repetitive mistakes. At about the same time, another company wanted to develop a plan to improve its operations. Everyone got on board and in the last ten years has been one of the more successful and profitable companies in its region. Same kind of company, same region, same economy.
Alpha to Omega
The following does not necessacily represent a complete blueprint of how a claim is put together; it does represent most of the steps and many of the “means and methods”, as it were, of a professional’s approach and thought process) to developing a claim and his client relationship.
1. How the client should work with the professional (Attorney, claims consultant, or technical expert. It is important that the client understand the relationship, its role in the claims process, and actually how a claim is put together.