Or how to define quality? What is quality, anyway? Well, people know it when they see it.
This is a short book of 96 pages and very easy to read, I finished it in half an hour.
It has one very important lesson in it as well: listen to your customers! They might not have all your technical language, but they can for sure tell you whether the product they bought from you indeed meets their expectations for that product (and needs and wants, although you might have to observe them while using your product too).
The solution is not to work harder and do better, or to have more inspectors. Neither is it to prevent mistakes from happening while producing something. The important part is to deliver what your customers need, not necessarily what they want. Always make sure that what you promise them is there.
The other important insight is that management has to give you the opportunity to implement the lessons and comments gotten from the customer. Management needs to lead the business towards QUALITY. If design doesn’t know what implementation is doing, how can there be coherence? What is the use of being able to define exactly what is which if at the end you cannot sell your product? Winning a battle, but losing the war is never what a business wants.
I read this book because I was on a quest to find out more about perceived video quality. Considering that there is no coherent definition there either, I turned to a bigger construct. And although this book didn’t give me a definition, it gave some extra directions to consider, such as marketing and consumer behaviour research. It can be hard to keep an overview of where all the knowledge is, or has gone. The best books can give you new food for thought, asking more questions, while leaving you feel wonderfully focused at the same time. Maybe the term “flow experience” would be quite right for this feeling.