Quality has a number of definitions, ‘fit for purpose’, ‘exceeding expectations’ ‘meeting specifications’. It can be a tricky thing to measure but we all know it when we perceive it.
Take a Rolex watch for example, the materials used in its construction, its finish, its mechanical integrity all tell us it is a ‘Quality’ item – this is naturally reflected in its price.
Although lots of fakes exist it is impossible to replicate the original without investing the same levels of workmanship and materials into it’s manufacture. This gives us a clue as to the origin of the Quality of the object. It lies in the specification & manufacture of the object within a given set of tolerances.
This is reflected in the luxury end of the automotive industry where body panels are specified as beng within a tight dimensional tolerance which in previous generations of product may have been deemed impossible.
Such tolerances lead to a vehicle which is perceived as high Quality without the buyer neccesarily understanding why.
So, if we can capture the expectations of the customer & translate them into product specifications with tolerances we can design & build something which has increased added value & perceived customer Quality.
