Apple

Apple’s Quality Fail. And How Not to Have It Happen to You.

So I’ve been bouncing along using my iPhone, iPad and Macs for years, and, like the proverbial frog in boiling water, have been putting up with stuff. I won’t bore you with a list of irritations — we all have them (*oh, OK, I’ll put one at the bottom of the post). I had workarounds. I rebooted regularly. And then on Monday I read Jean-Louis Gassee and found myself nodding in recognition — quality problems! bad design choices! — and the water suddenly seemed pretty frickin’ hot:

I’ve gotten a bad feeling about Apple’s software quality management. “It Just Works”, the company’s pleasant-sounding motto, became an easy target, giving rise to jibes of “it just needs more work”

It turns out his awakening was triggered by Marco Arment’s post which in turn started a general pile on (he later posted that he regretted his original — but the train was many miles away by that time, and gathering speed).

I have tremendous admiration for what Apple has achieved in the past fifteen years. The tech world has never seen anything like it, and may not for a while. Heck, the business world has never seen anything like it. So rather than putting our own boot in , let’s look at how this can happen, even in a very highly functioning company like Apple, and maybe learn some things about how we can avoid a Quality WTF of our own.

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Establish in the Culture that Quality Matters

Easy to say. In fact, almost everybody says it. Executives love to say it (I’ve done it myself). Doing it takes work, and a real prioritization of effort at multiple levels of the organization. Here are some suggestions:

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