We’ve written on several occasions about the spectacular quality failure Samsung had with the Galaxy Note 7. Now, we’re here to give Samsung an equal measure of praise. Why? Because, after a few initial missteps in the handling of the battery problem, Samsung confronted their software quality failure head-on, propelling themselves to greater success.
Samsung used their keynote speaker platform at the Consumer Electronics Show in January to address in detail the web of failures in business practices and technology that lead to the battery problem. This act effectively ended the story and enabled Samsung to reset the focus to what’s next. And what’s next is a new line of phones that – in the original narrative – have been enhanced by the lessons learned through the Note 7 debacle, experiences for all to see.
The only viable strategy to effectively address quality concerns is to confront the problem directly. A head-on mea culpa dramatically reduces public discourse by surfacing the truth behind attempted denials. Forced revelations play into the narrative of the greedy, lying, self-serving corporation. They become both fodder for the trolls and a profound loss of faith by the fanboys. Meanwhile preemptive, fact-based releases by companies create an opportunity to demonstrate honesty, care, a sense of the customer community being a collaborator in solving the problem, and an opportunity for sympathy for a company’s travails.
As Samsung’s story demonstrates, once a software quality failure occurs, there is no avoiding the huge costs. Samsung booked billions of dollars of direct losses and millions more in additional measures to ensure their next launch, the Galaxy 8 line, was flawless. But a tarnished company brand is avoidable. Just remember never to assume a flaw will sneak past consumers by addressing all concerns before the product goes live. Of course, quality failures are also avoidable by making quality a top priority in the first place.
Software quality failure happens. In nearly every case, it is because companies cut corners or made assumptions devaluing the quality assurance process. When quality failures do happen, companies can handle them in one of two ways. They can deny the problem and hope for the best, or they can confront it head-on. Make sure you make the right decision when deciding how to handle — or avoid — software quality failure. Contact iBeta Quality Assurance to learn how we can help.