Is "Quality" just "Fitness for Use"?

#11
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?
Perhaps not something to be concerned about, but clearly evidence of something deficient in the manufacturer's processes, and just like tedschmitt said, that off-center logo would bug me. The "bug me" part of it would make it ever so slightly less fit for use than a fault free product would, so yes: I think fitness for use is a very 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?
Yes. All else being equal, I would go for a product that does not bug me.
3. Assuming that you bought this toolbox would the "defect" have any influence on future purchases?
Probably. Considering another product from the same manufacturer I would wonder whether they had been sloppy with something that is important rather than just bugging me.
4. Bonus question: Can you guess where the toolbox was manufactured?
China?

/Claes
 
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SteelMaiden

Super Moderator
Super Moderator
#12
  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?
  1. If they can't get the part that shows who the product is from right, where else are they cutting corners?
  2. I would look for one that is right, buy another brand, or ask for a steep discount.
  3. It would depend on whether I got it home and discovered any more "defects", but yes, I'd say that it would be a negative influence.
  4. I'd say USA, but that is because I think this is a trick question, and I think you are wiley enough to want us to think it is a trick question.;)
 

Ajit Basrur

Staff member
Admin
#16
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?
Great topic for discussion, Jim :agree1:

My answers would be -

  1. Yes, its a quality problem as quality is viewed in totality. The "fitness for use" is one definition whilst ISO defines as meeting or exceeding customer expectations. So if I am customer, I would view both functional and cosmetic too !
  2. In case, there is no alternative, I would go for it but ask for discount.
  3. Not at all
  4. Answered by Jim
 

harry

Super Moderator
#17
I'll look at it from the purchase decision making angle and there are two issues here.

1. Basic qualification - this is where quality comes in and as long as the perception of being fit for use is there, it gets into the radar screen of the potential purchaser.

2. Decision making - this is very subjective and varies from people to people and are affected by a number of factors such as budget available, personnal characteristics, past experience and many others. An potential purchaser looking for a good buy - balance between quality and cost may decide to buy this product after comparing with others. That little sticker issue may be just a cosmetic defect to this segment of people but may be unforgivable to another segment. Otherwise, you still can choose from the many available and I don't think all of the lables are similarly stuck.

3. Some manufacurers any look into the cosmetic side and give it a good design plus finish plus putting it into a nicely design box. This is for attracting purchasers from other segments and may be viewed as trying to exceed customer (general) requirements. Any way, all these are marketing techniques and comes under targeting and segmentation of the market.
 
Last edited:

bobdoering

Stop X-bar/R Madness!!
Trusted Information Resource
#18
Is the logo being off-center evidence of something that one should be concerned about?
No, molding of boxes and application of logos are not necessarily directly related. They may be great molders, but have terrible manual operations control. It may have been straight, but their choice of adhesive was not correct. Their testing may not have been as rigorous as the actual shipping stresses the box endured.

Does it mean that there's something deficient in the manufacturer's processes?
Could be processes, could be design. Hard to judge from here.

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?
It is one facet, not an umbrella generality. I may find something fit for one use at the dollar store that would not be fit for another, more rigorous use. It depends. Sometimes, you take you chances. I had a 100% plastic toolbox - looked great. After some time the latches would just pop off. No logo defect (the logo was molded in, anyway) would have been litmus of that defect. Now evidence of short shots or excessive flash...well, now we will have to scrap...so the speak. It would have to be the only possible choice to have me personally deflash the product. I have bought lesser expensive products from Harbor Freight and deburred them (cheap vices), because they were for very infrequent use well below their design intent.

If you were looking at toolboxes in the store and noticed this "defect," would it cause you to buy a different product, all else being equal? If so, why?
Yes. It was the "all else being equal" statement. If that was true, I would buy something that would not drive me crazy.

Assuming that you bought this toolbox would the "defect" have any influence on future purchases?
Probably not. I would have just plucked the logo off, anyway, if it really bugged me. They should have just molded it in. Who were they really trying to impress? :rolleyes:
 

harry

Super Moderator
#19
I would have just plucked the logo off, anyway, if it really bugged me. They should have just molded it in.
Chances are they were ordered in bulk from some low cost producing countries and then 'stuck' with somebody else sticker. Thats the trend.
 

BradM

Staff member
Admin
#20
Interesting topic here. As far as quality, it can get pretty complex.

First, was the label incorrectly applied at the factory? Or, did it fall off and someone stuck it back on there. Thus, the quality of the adhesive may be poor.

If this is the case, did someone not think to put it on straight?

The true failure here is the person who put the product out there to sell. Is there no sense in quality? Wait.... is it possible that a well intentioned person noticed it, questioned management, and management's response was "Put it out there anyway. Someone will buy it". Where's the quality failure now?

Wes will probably remember the discussion we had on ASQ (back when we had good discussions there) on what is quality? Jim is right. The box serves the purpose. But... some facet of the quality of this box is questioned, yes?

So, on some elements of quality this product passes, and on some elements it fails. But.. the price is right, so the consumer buys it anyway.:)
 
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