Quality – Process verses Product

Original post date - 12 March 2010

I want to share my thought about quality. Generally, quality is defined as good product which performs as per expectations with no defects. Also, we think that higher the features or performance higher the quality. This can be true but not always.

For example, you have LCD TV (A) and regular TV (B). We generally say, LCD TV is of good quality and regular picture tube TV is of inferior quality. In reality, it is not. We can say that A is of better “grade” than B. However, if that LCD TV is having poor picture quality (for it’s standard) whereas regular TV is giving best picture among other picture tube TVs then I will call A is of poor quality and B is of better quality.

This is the difference between grade and quality. Low grade may or may not be a problem, but poor quality is always a problem.

Now, let’s talk about process. If you see the best quality product in hand can you say that it is the best quality? Many of us will say, why not? We have got what we want. It performs better than expected; it costs less, what else you want?

Let’s take simple example of Vada Paav. There is a place where you get Vada which tastes best, you can say that its of best quality. Right?

Now, I tell you how it is made in kitchen. Owner gets low cost poor quality potatoes from market. He directly cooks it in bore water without cleaning. The kitchen is backyard of his house where all dirt is around. Cook doesn’t wash his hands. He uses unwashed utensils, clothes. Oil is used and re-used over and over. It is not low fat filtered oil. By the time it reaches to your plate it passed through many places/hands with bacteria.

Now, this Vada which tastes the same, will you call it good quality?

You will look for some other place, where Vada has somewhat same taste but where it is made in front of you in hygienic conditions with good quality material. You will ready to pay more cost also.

This is the importance of “quality process”. “How” is the key word here! As new age consumer you and your customer also are looking for that. Make sure you follow high quality process to produce your high quality product.

Sanjay Sonar