I am reminded time and again about a problem that spans nearly all industries these days every time I go to my local Kentucky Fried Chicken. Both my daughters work there and of the take-away places available I quite like a KFC zinger burger every now and again. Being a family of five means we have a reasonably lengthy order and because my wife and eldest daughter are a bit fussy with the contents of their meals there is some (minor) custom alterations. Yet nearly every time we go (always through the drive through) they
get the order wrong.
Do you know why this is the case? Well, it is because with the drive through they have a measure which they want managers to achieve. If they process cars in under a certain average time or something similar then they achieve an
Obsessed ranking which is seen as good. Speed is good in drive through and the number of complaint calls they get from people when they get home and find they don't have what they ordered does
not play any part in it at all. Screw the quality and go fast is what this says to the workers. Throw it in the box and throw it out the window.
Now this is not a criticism of KFC's practice as it is standard business practice these days. Every business wants to achieve time efficiency because it means less handling and less cost. Time truly is money when it comes to product. Also in the push to reduce cost the pursuit of quality has also been thrown out the window. From the mid to late eighties we have been buying product that is reducing in quality but increasing in cost.
How long should a device or product last for? Well, until a month or so after its warranty runs out. A warranty is really the business saying to you that they are gambling it will last without defects to that point under regular use but not beyond that point. They do not pluck these figures out of the air, they test for them. I have a friend who has had 4 microwaves while I am still using the one my mother got when I was around 8. That is right, I have a 32 year old microwave and it still goes strong.
Things are not made to last and this is a major problem. It is not that we do not have the technology to make things last it is just that companies have decided that we would rather just upgrade than fix. For example, I purchased a large TV and it broke after warranty ran out. To buy the small part that needed fixing on the TV and have it fitted was going to cost more than the TV did initially. I do not like living in this disposable way. I would much rather have durable products and keep someone employed in repair work than buy something new!
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| Enough to drive me insane... |
Then there are the companies that set a date for release and stick to it even if the product does not work. I am going to talk about the computer game industry here because quite honestly they are bandits. They release games that they know are not functioning correctly and we are meant to play the poor version until they can patch the problems that should
not have been there to start with. Patching has become a norm but I lived in the days when games came out and they worked like they were meant to. Now companies just do not care one bit. I really feel violated when I anticipate a game for a long time and then on release day you become incredibly deflated when the game is crap. I teach game design to 16 and 17 year old kids and they think I am just grumpy. "Wait until they patch it." I hear a lot in the classroom and they just take this for granted.
What ever happened to the motto "If a job is worth doing, it is worth doing well." I think this has changed these days to "If a job is worth doing then the consumer will pay for the same job more than once." Hang the quality? Sorry, not the way that I work and it may be the reason that I have always held the principles of doing a good job once so it never needs doing again. I am a strong believer in a quality job. If you expect me to do a quick job or a quick fix I will not likely take the job. I will only give 100% and I teach my students to do the same.
So, there we have it, moan over. What can we do about it? Probably nothing. Why has it happened? Pursuit of capitalism, so we the majority can fund the minority to become even richer while we struggle with the lessening of quality around us. Such is the view from my window.