I must have missed this last week. Having now read it I respond now ...
This is pernicious in several ways ...
I like how Alan identifies the difference between design and quality control.
Quality control is bullcrap. I thought we got rid of that nonsense decades ago.
Quality is not controlled.
Processes are controlled.
And processes that affect quality extend far beyond a product and its manufacturing.
Processes that are relevant to quality must be everywhere in a company, not just in manufacturing ...
- Market evaluation
- Product conception
- Product design/development
- Product life-testing
- Supplier management
- Incoming inspection
- Field service/support
- and more
Consumers see only the product/result, and might falsely attribute product quality to this fictitious "quality control" department.
But it is not so. Quality flaws in a product or service can originate in any part of the maker's operations.
Quality is not a "department". Quality is the result of effective processes that span the entire operation.
Regarding the A+ you give to Kawai's actions ... You say these are great designs. But are they?
Why are there so many reported flaws? And are you sure that the defects can be attributed to manufacturing?
Well, it might be so ... but they might instead be design defects.
When a product is hard to manufacture correctly ... and it then fails often ... this is a DESIGN defect.
So maybe the B- you give their manufacturing should be raised, and the A+ design lowered.
But we cannot know because we cannot see behind the curtain.
Hence we ought to be reticent about where to assign praise and where to place blame.
Regarding the A+ you give their customer service ...
This seems to reflect the perception that when things go wrong Kawai makes things right. This is laudable.
But it's also expensive. And sometimes unsustainable.
Better would be to get things right the first time, with no need to make things right afterwards.
THAT'S THE MARK OF QUALITY.
This is not a rip on Kawai. It's a reaction to the misunderstanding of quality ... and of the myth called "quality control".