The recent View from the Q poses several questions. I would like to address the area concerning the Future of Quality.
The future trend is to reject the present mode of standardization and industrialization, in favor of customized solutions from individualistic artisans, providing value with their craftsmanship and expertise.
The most prominent example is the approach taken by Steve Jobs to distinguish his devices and solutions from the commodity alternatives through artistry and extended functionality. Before embarking on a business career, Jobs was famous for two principles which he applied.
- Calligraphy enables artistic communication
- Carpentry should be attentive to details which are not immediately viewable by the user.
The benefit of this approach is that it rewards both the artisan and the consumer. The artisan is fulfilled by the production and provision of a solution that delights and excites the users, leading to an uplifting experience.
Consider the difference between a budget hotel, and a resort suite with additional features including a personal concierge, customized menu selections provided throughout the day, and a tailored experience adapted the the preferences of the guest. For the additional cost of the second option, the value and memorable experience could potentially be life-changing. As well, the individuals providing the extended service would do so with a flair and panache that exudes energy and enthusiasm. In contrast, those at the budget hotel would offer service that is slightly better than the government department of internal revenue during tax season.
To answer the future of quality we need to ask ourselves, "What do we treasure and hold dear?" Consumables can be replaced and substituted, but essential items are fondly embraced and cherished. Quality will shift to emphasize those memorable encounters and experiences.
The fact is that our consumption-driven economy is proving unsustainable and contradictory to a socially responsible perspective. If we are imposed upon to give up all but our most essential items and services, how do we prioritize what has to be retained? It is in that space that quality must reside. Once quality is seen as discretionary, it will be the first element to be abandoned and relinquished.
The future of quality lies in the rediscovery of the successful craftsmanship of the past. Consider the Roman-built bridges which outlasted its modern equivalents. By adhering to the advantages of arches, the bridge not only fulfilled its purpose and function, but withstood the ravages of nature and war, retaining its elegant design and durability.
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