The other aspect of quality of product is the dependability quotient.
This leans toward the service portion of the user interface.
The quality of a product is determined at every stage of that product’s development, and decisions are made (knowingly or unknowingly) that net out in the final product performance and capability.
Consequences of questionable decisions lead to a potentially compromised product in the end. This is where a skillful engineering staff can carefully consider all of the aspects of a development stage issue and differentiate the brand from the competitors.
Typically, this is a “monetary” versus “best-case” moment. “Cost-based solutions” are anchored into the company’s culture.
Those who are defined by revenue and margins tend to opt toward the less financially intrusive requirement, while those that are more adventurous financially (and culturally), can accept the challenges associated with a more expensive, yet bullet proof product(s) or services. Cost versus quality. The conundrum of business…
The service portion is essential to discuss. For the sake of this topic, I’m going to join service and support. The business parallels in this subject, for a manufacturer as well as a rental provider, are identical. You’re only as good as your last exchange with the customer.
The service quadrant of the relationship is commonly exercised and is a highly sensitive area of contact. As a provider, whether you are a rental house or a manufacturer, your contact people and their level of empowerment is critical. A high level of satisfaction that a client/customer can leave with, fused with a positive perception of your commitment to them, is mandatory in developing customer loyalty.
The empowering I refer to is three-fold: the level of education on the issues they’re confronted with; the amount of latitude they have to resolve these issues; and perhaps most importantly, their level of job satisfaction and the reflected positive influence that a secure and happy employee can project. Training, trust and a positive work environment.
The difference between a positive, supportive, collaborative crew on the road, and one that is populated with people that are unhappy with themselves, their gear, their pay, their crew-mates etc. is immeasurable.
The same can certainly be said for a manufacturer’s service and support teams. When someone doesn’t know the answer or isn’t empowered to solve the problem with a replacement, or has no idea when the needed spare part will be available, the consequence can be the loss of the client and the disparagement of the brand.