Is "Quality" just "Fitness for Use"?

Jim Wynne

Staff member
Admin
#1
A while back I went to Lowe's to get a small toolbox to keep in the kitchen--something to hold a few basic tools like a hammer, screwdrivers, pliers, etc. that would keep me from having to go to the basement every time I needed something.

The one I bought is pictured below, and the logo plate being skewed raised some interesting questions:

  1. Is the logo being off-center evidence of something that one should be concerned about? Does it mean that there's something deficient in the manufacturer's processes? The toolbox is perfectly functional, and does what I wanted it to do. Juran defined quality as "fitness for use"--is that a good general definition?
  2. If you were looking at toolboxes in the store and notices this "defect," would it cause you to buy a different product, all else being equal? If so, why?
  3. Assuming that you bought this toolbox would the "defect" have any influence on future purchases?
  4. Bonus question: Can you guess where the toolbox was manufactured?

 
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Ted Schmitt

#2
Honestly, I would look for another brand. It´s a simple detail and as you posted the toolbox is "fit for use" BUT.... it would bug me everytime I looked at it and saw the croked label...
 
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#3
  1. Is the logo being off-center evidence of something that one should be concerned about? Does it mean that there's something deficient in the manufacturer's processes? The toolbox is perfectly functional, and does what I wanted it to do. Juran defined quality as "fitness for use"--is that a good general definition?


  1. IIRC, Crosby defines quality as meeting customer expectations, both stated and unstated. This definition goes beyone just fitness for use. Using that broader definition, I would say that that toolbox would not meet my "quality".

    [*]If you were looking at toolboxes in the store and notices this "defect," would it cause you to buy a different product, all else being equal? If so, why?
    I think I would buy a different product, but not necessarily a different brand. The reason is quite selfish. I would not want to pay full price for something I think is defective. Now, if the store offered at a discount, I might just overlook the defect.

    [*]Assuming that you bought this toolbox would the "defect" have any influence on future purposes?
    Not quite sure what you mean, but I would probably use it the way it was intended, or perhaps pull the logo off, if I could.
    [*]Bonus question: Can you guess where the toolbox was manufactured?
I would not venture to guess.
 

Jim Wynne

Staff member
Admin
#4
Not quite sure what you mean, but I would probably use it the way it was intended, or perhaps pull the logo off, if I could.
In the original question (#3) I had written "future purposes" when I meant "future purchases." I corrected it.
 
R

ralphsulser

#5
"Defect" is somewhat subjective and are defined further as classifications of same. Critical=safety hazard, Major=functional/fit issues, minor/visual/ cosmetic surface imperfectons.
I would buy it if it does everything you want and is the right size and price. I may point it out and ask for a discount from the store. Sometimes this is allowed. If so you get a good product at a reduced price.
I think it was made in the U.S.A.
 

Wes Bucey

Quite Involved in Discussions
#6
Plano toolbox? (USA)
Did Lowe's offer it as demo or factory second at reduced price?
Two years ago, Home Depot had an overstock of 19-inch Plano toolboxes and I bought ten at $5.00 each to give as gifts - folks used them as tool boxes, tackle boxes, sewing boxes. They were ALL in perfect form, fit, function as far as I could tell.
 

Jim Wynne

Staff member
Admin
#7
Plano toolbox? (USA)
Did Lowe's offer it as demo or factory second at reduced price?
Two years ago, Home Depot had an overstock of 19-inch Plano toolboxes and I bought ten at $5.00 each to give as gifts - folks used them as tool boxes, tackle boxes, sewing boxes. They were ALL in perfect form, fit, function as far as I could tell.
Not Plano, and not made in the US. No discount, either. I don't remember whether I discovered the flaw before or after I bought it, but it wouldn't have made a difference either way. I paid less than $10.
 

Le Chiffre

Quite Involved in Discussions
#8
I paid less than $10.
...and there's the rub!
There was a time when this type of thing probably cost the equivalent to triple that, where it would have been individually and lovingly inspected before being packaged. Unfortunately that business model was driven to bankruptcy by the Walmarts of this world and by the people that shop there! :(
 

Colin

Quite Involved in Discussions
#9
Interesting point perceived quality. A couple of years ago I flew with a well known airline to Moscow. The aircraft was a little on the 'scruffy' side and I commented to a colleague (who works in the aerospace industry) later, pointing out that a few of the seat belt lights weren't lit. He said that would worry him as they are cheap to replace and if they weren't doing the easy maintenance, what else were they not doing?

Same thing for me on the logo on the box, if they can't get the easy bits right, what else does it tell us about the company making the boxes?
 

Wes Bucey

Quite Involved in Discussions
#10
...and there's the rub!
There was a time when this type of thing probably cost the equivalent to triple that, where it would have been individually and lovingly inspected before being packaged. Unfortunately that business model was driven to bankruptcy by the Walmarts of this world and by the people that shop there! :(
Actually, that's not completely accurate.
25 years ago, a neighboring company to mine was an "outsource" for Plano, making small multi-drawer toolboxes. (My neighbor's parent company made most of the molds for Plano.) Even then, the manufacturers were not gouging, but the wholesalers and retailers were. It was common practice for a wholesale dealer to mark up 50% to 100% over the cost from a manufacturer and the retailer to mark up 100% to 200% over wholesale. Even at todays material prices, utility costs, and labor rates, my 19-inch boxes could be made for a LOT less than $5.00 here in the USA.

The primary strategy used by Walmart (and the other big boxes - Lowe's, Home Depot, Target, Kmart) was to cut the throat of the wholesaler because it was big enough to outbuy the wholesale houses. The retailer then cut its own overhead and profit margins to deliver a better deal to a consumer.

:)topic:I have a lot of gripes against Walmart, especially the way it's been run since Sam Walton died, but the basic strategy of buying direct and eliminating unnecessary "foo-foo" on the product is a good one.)
 
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