Personal Warranty is a representation that someone makes that his or her work product was created according to standards, using appropriate methods, and that there is no known error in what is being sent to the customer whether internal or external. In some cases that representation is made in writing, or some other equivalent method (e.g., digital signature). But for the concept to be an effective glue binding one's efforts to the customer's trust, personal warranty must extend beyond formal representations of expected performance. Any person who performs any work and sends it forward as "completed" must be expected to have made no less a representation. When someone signs a document asserting his or her personal warranty, it will represent not only his or her knowledge of the work product, but the collective efforts of any person who was involved to that point in the process.

The ultimate product or service is therefore a cumulative warranty by everyone involved in that process.

I. Introduction of Program and Participants.

II. What is Personal Warranty?

• short lecture
• class discussion
• small group discussion
• class discussion

III. Problems Implementing Personal Warranty.

• small group discussion
• class discussion

IV. Case Study: Shades of Gray

• small group discussion
• class discussion

IV. Case Study: Responding to Error

• small group discussion
• class discussion

VI. Summary and Evaluation.