30- Deliver only after all product and service requirements are met. Do not supply an incomplete or defective product without the customer's permission.

Deliver only after all product and service requirements are met. Do not supply an incomplete or defective product without the customer's permission.

In simple terms, this heading means that a business has discovered a flaw or deficiency in a product or service it is about to deliver to a customer, but that flaw or deficiency:
A- Is minor.
B- Does not seriously affect performance or quality.
Or:
C- Can be corrected at a later opportunity.

In this situation, the business may deliver the product only if it explains the flaw or deficiency and obtains the customer's permission.

A few examples:

1- A car manufacturer has been unable to obtain jacks and spare tires for some of its vehicles. It informs the customer and asks permission to resolve this deficiency within one month.
If the customer accepts this arrangement, the vehicle will be delivered.

2- A tile manufacturer discovers that its automatic inspection equipment has developed a fault and that some low-quality tiles may be present in the packages.
It asks the customer to accept the product so that the delivery date and the customer's project are not delayed, but undertakes to collect and replace, at its own expense, every tile found to be defective during installation.

3- Before a recreational tour begins, its organizer learns that one of the museums listed among the tour's services is closed for repairs.
The organizer asks the customers not to cancel the tour for this reason and offers a visit to the city's large aquarium or a free dinner in place of the museum visit.

4- Despite all its efforts, a software company has been unable to complete some of the customer's requirements by the delivery date, but the main parts of the product work correctly.
It informs the customer and asks permission to deliver the completed software, promising to address the shortcomings in the first update, which will take place within two weeks.

As you saw in these examples, informing the customer beforehand and obtaining permission were repeatedly emphasized. Nowhere did we say: deliver the product or service anyway; perhaps the customer will never notice the problem, and by the time they do, we will have fixed it or found an excuse.

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