I was attending a presentation on Quality System and ISO9000.The issue of Mattel toys and made-in-China quality was forwarded as an example whereby, 2mil made-in-China Mattel toys was recalled. The illustration was that this incident portrays the poor quality system of China's manufacturing and products.
I objected. Mattel Inc. is an American toy company and those dolls and toy cars were manufactured in accordance to the design and quality standards specified and if they did not comply, then the quality issues should have to be investigated and the root cause established.
As it finally came to light, Mattel Inc. executive vice-president, Thomas A Debrowski issued a public apology to the Chinese. Debrowski said:
"Mattel takes full responsibility for these recalls and apologises personally to you, the Chinese people and all of our customers who received the toys. ... the vast majority of those products that we recalled were the result of flaws in Mattel design, not through a manufacturing flaw by Chinese manufacturers."
The problem as it turned out was mostly due to the Mattel's design flaw.
In the age of globalisation and with the internet as the instant provider of information, perception alone do not dictate sales. Information are delivered instantaneously and the pace is getting faster and faster. Competition is getting tougher and bloodier. Consumers now have the ability to evaluate and compare the quality aspects from informations derived from the cyber-space. Only world-class companies can thrive and survive this tremulous environment. Red ocean or blue ocean, it doesn't really matter. What matters is competitive advantage and customers' delight. Quality is not just compliance; it now has to be more than that.
1 comment:
"Competition is getting tougher and bloodier."
Right on the dot, Maverick. It's so tough and bloody it cost the life of the manufacturer in China.
The real problem, i believe, was that Mattel Inc. was exploited by the US administration as a pawn in a dastard conspiracy to hard-nose China over trade policy issues.
The whole scam must have back-fired and Mattel Inc. is now issuing an apology in a public relations attempt to conduct damage-control.
i say screw the US and Mattel. More so Mattel for allowing the company to be made used of in this evil collusion.
All should boycott Mattel's toys. The company's insensitive, unthinking and 'total negligence in investigation before apportioning blame' action has cost the life of an innocent man - and, consequently, caused much grief to his family.
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