Quality, when talking about products or services, is about goodness. How well are expectations satisfied? But when talking about Quality as a function, as a means to achieve goodness in products and services, it's about perceiving things as they are and how they should be and closing that gap. Philosophies, tools, and practices of quality to become more capable at creating quality is what this podcast is about.
Continuous improvement is predicated on problem solving, you're closing a gap between the current state and an ideal state. However, problem solving, thus continuous improvement, is often not that successful, especially if you are attempting to reach the ideal state.
I believe that there are two fundamental reasons that I share in this episode of Way of the Quality Warrior podcast: lack of imagination and lack of alignment.
There is a reference to the book The Power of Positive Parenting by Dr. Glenn Latham. It's not just for parents—authority figures can use this, too.
I talk about GE and Jack Welch. Much of what I think is expressed by David Gelles in his book Jack Welch: The Man Who Broke Capitalism. Gelles was interviewed by Jeffrey Pfeffer at the Stanford Graduate School of Business in 2022. Here's the link: David Gelles Interview—Stanford 2022 (YouTube) (https://youtu.be/dXiVWqRY1VU?si=naSDMMXKYBD30tAn)
I also talk about Boeing (a company that has had multiple leaders from GE who worked under Jack Welch). John Oliver's Last Week Tonight (HBO) episode (https://youtu.be/Q8oCilY4szc?si=nmJWmBJBe3J-Crb6) about Boeing's history and decline is entertaining, thorough, and sound.
You can contact the podcast host, Keith Fong, at the website Way of the Quality Warrior (https://www.wayofthequalitywarrior.com)
6 Nov 2023
Poor Quality Crashes Companies
Your company is called the Tesla or Apple of your market. You've gotten more investment capital than any other company in your market. The product you sell has a long waiting list of customers. You must be making money hand over fist, right? Actually, you are declared bankrupt. One important element of your company going bankrupt is poor quality in the product and services your company provides. This episode looks at just such a company.
This episode discusses the appeal of the product, the quality problems experienced by customers, and what improvements could have been made to prevent the quality problems.
Here is a video review of the 2020 VanMoof S3 bike—why the bike was so desireable: TNW Channel 2020 review of the VanMoof S3
The August, 2023 National Public Radio (NPR) article that introduced me to VanMoof and their bankruptcy: NPR article: VanMoof goes bankrupt
A September, 2023 article in The Verge where the VanMoof founders discuss their funding and customer support challenges: The Verge: VanMoof founders on S3 e-bike issues, delays, and new at-home support
A January, 2023 article on the website E-bike Tips where the precarious business state is reported, including comments on the cost to produce VanMoof bikes compared to the sale price: ebike tips: VanMoof secures more funding—but the future remains uncertain
A video from a VanMoof customer from New York who shared the many problems he faced purchasing and owning a VanMoof bike: Joseph Pluchino: VanMoof S3. Do not buy it. (https://youtu.be/aTDvZ17E6eA?si=pcn064PBaMG54cmt)
The VanMoof S5 and A5 bikes Reveal video on April 5, 2022 from the VanMoof YouTube channel. VanMoof videos are really compelling, but pay attention to the explanation of the product development: VanMoof S5 and A5 bikes revealed
The Trustpilot website reviews where there are many unhappy customers sharing their experiences: Trustpilot VanMoof reviews
A discussion on the YouTube channel eBike Inspection about the VanMoof bankruptcy: How Did VanMoof The Tesla of e-Bike Go Bankrupt
In each of the videos shared here, you can find plenty of comments where people share their experiences, good and bad, with their VanMoof bikes.
You can contact the podcast host, Keith Fong, through the website Way of the Quality Warrior (https://www.wayofthequalitywarrior.com)
12 Oct 2023
Where are the X-ray Glasses?
In the previous episode, I proposed that seeing the world through the lens of process is a superpower. However, you have to develop the superpower—it's not like Spiderman getting bitten by a radioactive spider. In this episode, we'll talk in more detail about process and how to develop the skills in analyzing processes in order to see through the lens of process.
I refer to a YouTube video about making peanut butter and jelly sandwiches. Here's the link: Exact Instructions Challenge PB&J
You can contact the host Keith Fong through the website Way of the Quality Warrior website
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