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... |
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.
All VERY good points, +Mark Knights. I can certainly relate with you on all of them. When it comes to food service and fast food in particular, I have horror stories that would make a grown man cringe. This has become even worse since I have paid closer attention to the cleanliness and food prep being done with my son who simply cannot take a risk with improperly prepared food or improper handling. I have watched places with employees who wipe their hands on the seat of their pants then go right back to handling food. Talking to the manager and calling the corporate office did nothing. Calling health department originally did nothing—you know, lots of places have it so a “surprise” inspection is done only after 24 hour notice is given. Fine, trick or otherwise convince an inspector to go to the same place for dinner for he or she and their family. Oh, things change quickly. I could almost make a living off of the coupons, free meal vouchers, etc. I have received. But, when I have such problems with your establishment, that doesn’t do either of us any good. Worse yet, I’m not at the hospital with limited dining options and I go down and see people leaning against counters talking on their cell phones instead of preparing meals, failing to follow proper hand washing techniques, screwing up orders repeatedly, and here, they know they have you—where else are you going to go? Argh! I am working on them, though.
ReplyDeleteNow, for the appliances. First off, you may want to reconsider using that old microwave. It can’t be energy efficient and it could be spewing out microwaves left right and center, since the manufacture and criteria was so different back then. Really, it could be unsafe. Now, we could build better, longer lasting appliances. Why don’t we? Yes, companies want more profits. But, it also comes down to people. Think of how many parts in your average washing machine or refrigerator are plastic. Want those cast in metal like they used to be. You ready to pay that much for it? Plus, now, we have all these new fangled electronic controls. You know as well as I do that circuit boards are fragile and produced in the cheapest method available. It’s all just one more thing to break. Why do you think I love having manual windows and locks in my car? In many cases, the machines are not tested for longevity. They are required to work by law or just follow suit from competitive brands. Believe it or not, those extended warranties can actually be helpful. After working for a large home goods and appliance retailer, I used to deal with people who had no warranty or extended warranty. I’d see the price of a single technician visit or part. I ended up spending money on those things I always considered a rip off and I realized I had made the right decision. What? An extra $100 makes sure I have a working fridge for four years after the manufacturer warranty is out, replaces cosmetic parts, and includes yearly maintenance? Hells yes. Of course, it shouldn’t cost me more for quality and for a company to stand behind its products, but sheesh.