Observations of Customer Value Starvation—At Home

Construction Quality

In many parts of the world, Customer Value Starvation starts with our homes and our offices. Between the two, this is where we spend most of our time. The November 12, 2018 issue of the Times of India reported that at the prestigious Indian Institute of Technology in Mumbai, chunks of slab fell in a student’s hostel room. The student was not on the bed at the time of the incident, thus escaping any major injury. Students claimed that the chunks were huge and sturdy, with sharp edges. There was a similar incident 2 weeks earlier in another room in the same hostel. The hostel was built only 10 years ago; yet, it seems to be going to pieces. The complaint is that the contractors ...

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