• 0

Marketoonist | Tom Fishburne

Marketoonist is the thought bubble of Tom Fishburne. Marketing cartoons, content marketing with a sense of humor, keynote speaking.

  • Campaigns
  • Speaking
  • About
  • Cartoons
  • Contact
  • Book
  • 0

quality (out of) control

May 16, 2010

100517.quality.jpg
  • Paid licensing options include high resolution download.
  • Presentation $40 Add to Cart
  • Newsletter or Website $125 Add to Cart
  • Corporate Blog/Sponsored Post $60 Add to Cart
  • Looking for other licensing options? click here
  • View Cart
TweetLinkedInFacebookEmail

I’m enjoying Rework, the entrepreneurial handbook by Jason Fried and David Heinemeier Hanson, founders of 37signals.  I was inspired to read it after meeting Mark Rohde, who drew all of the illustrations.

One of the brilliant riffs in the book is titled, “Nobody likes plastic flowers”. Jason and David lobby for the beauty of imperfection and advocate the Japanese principle of wabi-sabi. They illustrate wabi-sabi with a wonderful quote by Leonard Koren:

“Pare down to the essence, but don’t remove the poetry. Keep things clean and unencumbered, but don’t sterilize.”

This flexible philosophy often conflicts with Quality Control, which prizes consistency over “poetry”. The Six Sigma Quality Control movement in particular clamps down on variability.

Strict discipline may be crucial in many forms of product development (otherwise you wind up with the Toyota brake recall). Yet strict quality control standards also sand out the more interesting attributes of product experience. Product development becomes a constant tug-o-war to standardize, not sterilize. How do you write a Quality specification for “poetry”?

When I worked on Häagen-Dazs, we had a lot of internal debates on Quality. We had two US factories, one in California and one in Maryland. The milk came from local farms. East coast milk inherently tastes slightly different from West coast milk because the diet for the cows is different. Yet, our goal was to ensure that West coast ice cream tasted the same as East coast ice cream. Why exactly? Why does Quality Control have to mean absolute consistency? Consumers expect wine brands to taste different from year to year because of crop variability. Why not other products?

Our Mango ice cream created tension because the mango pieces were not consistently sized. Each pint had large pieces and small pieces, as if they were hand-cut, not machine-cut. Consumers liked the variability. Yet, Quality Control wanted to pick one consistent size. It was easier to design a specification that way.

Why can’t mass-produced products accept some variability? Jones Soda features different labels each time you drink them. It is those differences that create drama and interest. Quality is important. But that doesn’t mean that brands should become plastic flowers.

Filed Under: innovation

  • Paid licensing options include high resolution download.
  • Presentation $40 Add to Cart
  • Newsletter or Website $125 Add to Cart
  • Corporate Blog/Sponsored Post $60 Add to Cart
  • Looking for other licensing options? click here
  • View Cart
Your Ad Ignored Here Book Image

15 years of Marketoonist compiled for your marketing pleasure.

Order Now

About Marketoonist

Marketoonist is the thought bubble of Tom Fishburne a career marketer and cartoonist. Learn More...

Browse Blog Posts

Most Popular Cartoons Browse Categories

Marketoon Campaigns

contentmarketing

Content marketing with a sense of humor.

Learn More

Keynote Speaking

speakingworkshops

Insightful, funny, and visual keynote talks and workshops.

Book Tom to Speak

Search Blog Posts

Interested? Let’s Talk!

Footer Form - Let's Talk

  • This field is for validation purposes and should be left unchanged.

Marketoons

Browse Categories
Spacing Things Out

About Marketoonist

Tom Fishburne is the Founder and CEO of Marketoonist, a content marketing studio that helps businesses reach their audiences with cartoons.

© 2025 Marketoonist