Text version scenario

We want our customer to be happy with us, our work and the project. So, we take great pride in delivering on time. That can create big dilemmas when we agree to last minute changes and do not adjust the schedule accordingly. Such situations almost always cause high levels of stress. Not only can these changes cut into already tight margins and put profitability at risk, they frequently translate into pressure on everyone involved, including our suppliers and sub-contractors. We spend more time at work and late hours to make it happen, and we can forget to Care for Life. The consequences on health, well-being and safety can be significant.

Discussion question

• Have you experienced changes in order without adjusted time schedule?
• How did you approach it?
• What did you learn from it?

Things to consider

We can learn from these situations. They can help us apply foresight when truly living our values. We can consider the following actions:

• Spend enough time upfront - during the sales process and initial stages of the relationship - to understand the customer’s needs and develop solutions that are well thought through.
• Create relationships of mutual respect with our customers that enable us to accept changes and change time lines accordingly.
• Proactively discuss with our customers our values and how they affect decisions and commitments.
• Ask ourselves whether we are too eager to say “yes” to the customer without thinking through implications and communicating with all stakeholders.

• For guidelines on this topic read our Code of Conduct chapter on Health, safety and well-being.