How to get real productivity? Do it right the first time!

This past week, I just took notice of the amount of time that my wife and I spend following up, chasing down mistakes and trying to have them corrected, listening on the phone to on-hold music as we waited for a customer service representative, or their supervisor when we couldn't get the issue resolved. My wife talks about how she loses hours and hours a week just correcting what other people haven't done right in their jobs, and when watching her, she is right. This past week, I took on some of these items and I found a pool guy who didn't come this week, but unless we report it, we will get charged for the visit, which means a preemptive phone call from me and us watching the bill next month. A waiting for a repairman who never showed and then called three days later to schedule something this week instead of last. Dealing with UPS who decided to not deliver a package on time that I needed and having to chase that down, and now wait for the refund and if I don't get it then have to follow up in ten days to ensure that it goes through. Chase down, figure out what is wrong, find out that someone didn't do their job right or thoroughly and take our time to get it all right. I imagine a world where everyone did their work right the first time, there was a belief that customer service was not perfect unless they never had to be called. How different things would be! I suspect that if we could attack this level of productivity loss that we would not only see a big pick up in our ability to manufacture more efficiently, but we would also return to a place where consumers trusted and believed in products. That in itself could impact consumer confidence. It is time to look at this problem. It starts with CEO's and Boards honoring their consumers and customers with a commitment to get it right the first time!