Are Guarantees Worthwhile?The comfort they provide can come at considerable cost and complexity

摘要

"CAN YOU guarantee that will work?"For a company employee,a flubbed fix might lead to a poor performance review or even a career deadend.An external supplier or service provider might face the demand for a refund or even for the cost of damages incurred.As a consultant and troubleshooter,often I get asked this question.After all,the plant isn't working today,so obviously something the customer got wasn't right.It wants the problem fixed.So,yes,it wants a guarantee the unit will work.Responding,"Of course,we guarantee it,"poses serious perils because the word"guarantee"raises legal issues of liability.Any use demands careful definition of exactly what is being guaranteed,how it is being determined,and what the consequences of failure are.What the customer really is asking is two-fold.