Quality First

As a highly regarded proponent of quality manufacturing and business processes, business author Philip Crosby once wrote, Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric.

I absolutely agree. HID Global has been wrapped in that fabric for years now, especially since adopting the principles of lean manufacturing in earnest, while striving to place in the hands of our customers products that work well out-of-the-box and keep working years later. That’s why we’ve spent time developing what we call the technology of quality throughout the product lifecycle—from well-thought R&D, to adherence, to tough manufacturing and technology standards, to rigorous testing. It’s also why we’re confident enough to offer lifetime warranties on virtually all of our products.

We tend to consider product quality to be an attribute that customers simply expect but don’t really think about. Recently, we conducted an online survey of more than 1,200 HID Global customers and channel partners about their experience with our company, products and services. The customers involved in this study cut across vertical markets, geographies, company size, channels, and brands purchased. When we asked them why they buy from HID Global, the responses were as resounding as they were consistent. I had the chance to review the detailed survey results and the results are absolutely conclusive. For HID Global customers, value is all about quality.

There were plenty of other criteria that they could have selected. I would have thought that in this economic climate that maybe price would be more important or that on time delivery would matter most. But, no, quality consistently reigned supreme.

Customers are less interested in having the most cutting edge technology than they are in having the most advanced and dependable technology, in products that just plain work and keep on working.