Do not let your customer doing your QC

I call it the “Microsoft principle” … and it is a mess. For many years, Microsoft is quite famous for delivering half-baked software, which is subsequently improved by patches and “service packs” based on customer findings. Microsoft lets its customers do the quality control (QC) for them.

 

Change of scenery. A couple of years ago, I attended a lean processes workshop. To make a long story short, the resulting “optimized” lean process basically included an abandonment of the pre-delivery inspection process step and a shift of the final QC to the customer. To be fair, some new QC cross-checks were included at handover interfaces within the process … but the proof that the product is finally OK was factually handed over.

I was surprised finding myself alone with speaking up and insisting: “this is simply crap!

At this point I need to admit, that my horizon of experience had been different from the others. Before joining the pharmaceutical company (I was working for at that time), I had had my own little service business for about 10 years. So, I knew by heart, that customers typically wish if not clearly expect to get a product of reliable high quality delivered for the money they pay. And I think, they can expect to get the same. Also I myself do. As a service provider it had always been a wonderful and tremendously satisfying experience getting customer’s feedback that he is vice versa satisfied and happy with a high quality, error-free delivery. I tell you, it is really great to enjoy your own appreciated product.

 

Certainly, a customer needs provide an explicit confirmation of proper delivery which by design requires some kind of  cross-check on his side. But this is not what I am talking about. Ideally he should not find anything. At least no careless mistakes or faulty deliveries which typically would have been identified and rejected by a proper pre-delivery QC.

Change of scenery again. I recently worked with an agency where I typically had to check every delivery several times. In my view, I was doing their work. And we are talking about mistakes which were obvious and would have been solved by a simple pre-delivery cross-check at the agency before reaching my desk. And I found myself asking, why I am doing a part of the job I am actually paying for? I clearly expect (just in case any current of future collaborating agency might read this) a reliable, rock solid product which is finally QCed already before landing in my inbox. This agency was simply annoying me.

Would this be the basis of a long fruitful collaboration?

I do not really think so.

 

Altogether, delivering properly QCed products might be better for business than being “over-lean”. Do not play Microsoft until you are in the same monopoly position.

Satisfy by quality … and enjoy satisfaction and success!