After relationships went south with a major account, the general manager
lamented, “My sales manager and production manager are acting like immature
third graders arguing over who hit the glass window with the ball.”

In a meeting to resolve the issue, the sales manager faulted the production manager, “Get your people to do their jobs so I can get products to our clients on schedule.”

“Why don’t you quit promising delivery times that you know we can’t meet?” countered the production manager. 

Mission statements and posters touting quality adorn the walls of offices and plants.  However, on-time delivery frequently trumps quality. Customers agree to purchases based on ability to meet deadlines and frequently demand discounts when delivery is late. Many a manager has felt the wrath of their leader when they missed a scheduled date. Rejected or returned product gives rise to the expression, “We did not have time to do it right the first time, but we always find the time to do it over.”

Of course, all wish to produce high quality and meet all delivery dates, but sometimes it is not possible to get both. Which is it–quality or schedule?  Contributors and managers need to be on the same page.