Comments on: A personal story about quality control https://berkonomics.com/?p=5417&utm_source=rss&utm_medium=rss&utm_campaign=a-personal-story-about-quality-control Dave Berkus' business insights Wed, 25 Oct 2023 00:33:57 +0000 hourly 1 https://wordpress.org/?v=6.9.4 By: Harley Kaufman https://berkonomics.com/?p=5417&cpage=1#comment-161864 Wed, 25 Oct 2023 00:33:57 +0000 https://berkonomics.com/?p=5417#comment-161864 Great story. I remember competing against you in those days. Wasn’t fun. Your article moved me to have our Michigan staff (who serve our important first circle of national reps but, more importantly the larger circle of about 1,800 Police, Sheriff’s and Fire Departments create a “Thumbs Report”. Our art department will design a simple document listing all the important info about a transaction and be able to circle the “Thumbs Up” or “Thumbs Down” icon. The report then should move up the chain to senior management quickly. If necessary, an outgoing phone call should ensue. Thumbs both ways because we shouldn’t make the mistake of only memorializing the negative situations that involve the Home Office. Thanx for listening!

]]> By: Philip Bromiley https://berkonomics.com/?p=5417&cpage=1#comment-161860 Tue, 24 Oct 2023 19:19:12 +0000 https://berkonomics.com/?p=5417#comment-161860 Your piece on quality control reminded me of a conversation I had with a colleague who claims (I haven’t reviewed the data) that lean start up really doesn’t on average in good outcomes. I think his explanation is that it is often very hard to learn exactly what went wrong so a system that depends on reliable learning from failures or problems often doesn’t result in useful learning. Exactly why the customers who didn’t buy didn’t buy can be hard to identify.

To the extent that lean start up relies on not-quite-finished products, wouldn’t it risk the kind of reputation damage you discussed in your quality control post?

Note also, that I’m not sure everyone recognizes that quality control is not just about the quality of product but rather extends to the entire customer experience.

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