What’s the Real Cost of Poor Quality? | Ep 215

️ Quality Matters Episode 215: What’s the Real Cost of Poor
Quality? In this episode of the #QualityMatters podcast, Kyle and
Caleb dive deep into a topic that touches every business, from
manufacturing to customer service—the true cost of poor quality.
But this isn't your typical lecture on scrap and rework. The guys
bring stories, perspectives, and real-world relevance to the
table—from customer loyalty and personal tech decisions, to school
choice and workforce skills, to the vital role of culture in
shaping quality outcomes. When Customer Experience Drives a Brand
Switch Caleb kicks off the episode with a personal story that many
of us can relate to: a frustrating experience with a major cell
phone manufacturer that ultimately led him to switch to Apple. This
wasn’t just about technical specs or flashy features—it was about
how quality (or the lack of it) is perceived by customers. When
something breaks or a system doesn’t work as promised, customers
don’t just lose patience—they lose trust. "It wasn’t the cost of
the broken phone. It was the cost of lost time and support that
pushed me to change brands." – Caleb This example underscores a key
theme: poor quality isn't always measured in dollars—it’s often
paid for in loyalty, reputation, and long-term business. Kyle's
Thoughts on Education, Trades & the Future of Quality Shifting
gears, Kyle reflects on education choices for his sons—particularly
the value of vocational training and skilled trades. In a world
that’s heavily focused on four-year degrees, Kyle advocates for
alternative education paths that equip young people with tangible
skills—and the ability to contribute meaningfully in
quality-centric roles from day one. "We’ve got to stop thinking a
good education only happens in a classroom. It happens in a shop,
at a lathe, with a wrench in your hand." This discussion challenges
us to rethink how we prepare the next generation for
quality-focused careers, and how education directly impacts
organizational quality from the ground up. Scrap, Rework & the
Obvious Costs Of course, no episode about poor quality would be
complete without touching on the more visible costs—scrap, rework,
waste, and lost production time. The hosts break down how these
issues creep into operations and why they are symptoms, not the
root cause. Caleb reminds us that you can’t fix culture with
corrective actions alone, and that lasting change must address both
processes and people. Culture: The Real Root of Quality What ties
all these topics together? Culture. The heart of the episode rests
in the idea that quality begins with people, and the culture that
leaders build around them. A culture that values continuous
improvement, feedback, and pride in workmanship is the only true
long-term solution to preventing quality failures—whether they
happen on the shop floor or in customer support. QualityMatters,
#CostOfPoorQuality, #CustomerExperience, #TradeEducation,
#QualityCulture, #ManufacturingMatters, #LeadershipDevelopment,
#ContinuousImprovement