Because surprises are unpleasant, we include contingency in our planning. We know the unexpected will happen. Clients know it will happen. Omitting contingency can make the price more attractive, but it’s only denying truth. Realism and professionalism both demand we include contingency when enterprises come calling. It’s one of the hallmarks distinguishing the amateurs from the professionals. 

We believe in management having control of the process. Quality management is a key element in running the business. It helps us keep control over delivery of our service. It helps us maintain an appropriate quality level for whatever our customers desire. The key here is “appropriate”. Not all customers will require an ISO13485-compliant requirements traceability matrix, for example. But for those clients who do, we will include this in our planning.