Things-Gone-Wrong

Construction Quality Planning Guide, Draft for Consultation, Published by the Construction Innovation Hub in May 2020, suggests that Things-Gone-Wrong (TGW) is: ‘A term with its roots in the automotive industry, originally used in interpreting and quantifying the negative results/complaints from customer satisfaction surveys. In CQP (Construction Quality Planning) TGW is used during Lessons Learnt in Phase 5 (although can be done at any time in relation to any process with outcomes). As part of the Lessons Learnt review the reviewing team would list out points (TGW) where they feel they hadn’t achieved the objectives of the project, i.e., what the team felt was not successful. The required objectives of the project and or key metrics (Quality Cost, Delivery, Product Performance, and Process Performance) can be used to assess this quantitatively but could also be qualitative based on the view of the teams. The review would then try to understand what it was that contributed to the lack of success or issues encountered in relation to the process followed (i.e., CQP), the tools used and how the team worked. The aim of the review is it then ensure that corrective actions to prevent the TGW happening again are actioned and rolled into the CQP process, tools used, working behaviours and future products.’

See also: Things gone right.

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• Things gone right.