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31/12/2016

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27/04/2015

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10/03/2015

07/08/2014

What do you think makes a quality product?

Quality in the eyes of the manufacturer or quality in the eyes of the customer vary greatly.
When I buy a new car I don’t ask if it’s reliable, lasts 3 years and does at least 120.000km. I assume this is all the case. However the manufacture has done a lot of testing and quality monitoring to make sure the product meets those basis requirements. These quality attributes are a manufactures responsibility because not meeting the basic assumptions can damage your reputation and brand.
When I buy a car I might ask about the fuel consumption or acceleration, but they are not quality attributes, they are features of the product. It is however a quality attribute that the advertised values match the reality.
When I buy/rent accounting software I don’t ask if it meets legal requirements, is reliable and secure. I just asume it is. I do ask about feature my business might require!
Quality in the eyes of the customer is not something you can measure, it is just there! However quality gets noticed when you feel, touch and use the product. Why do we we think a BMW is of better quality as a Kia? Both probably have about the same quality measurements in their factories so that doesn’t make the difference. The difference is that BMW engineers to give the impression of quality, for instance to employ specialists to engineer the sound of a closing door (it doesn’t make the door any more durable). It’s subjective and emotional.

So what makes a quality product? Attention for the smallest, even invisible detail!