Every job gets delivered. One in six gets delivered twice.

Rework rarely appears as a line in the accounts: which is why it quietly funds itself out of margin, senior time and the hire you were about to make.

By Steve 5 min read
Abstract bridge artwork for Every job gets delivered. One in six gets delivered twice.

Ask a delivery team how much of their week goes on work they have already done once, and the answers cluster around a shrug. Ask the finance function what rework cost last year, and there is no number, because there is no account for it. The hours were paid. The job shipped. The customer, eventually, was satisfied. Nothing in the reporting distinguishes the job that went right first time from the job that went out three times. This is the most reliably underestimated cost in a service or make-to-order business,…

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