First, a few words about Quality Assurance (QA). QA is the manufacturing enforcement division, they're like the cops. It's QA's duty to ensure that specifications and procedures are met and followed. QA checks that connectors are installed correctly, boards are tested properly, components are handled correctly, units are packaged and shipped properly, and more. Good QA results in high product reliability, and ultimately brand reputation (something Kitchenaid used to have but is hemorrhaging rapidly).
Unfortunately QA, under shortsighted management, can be perceived as a hindrance rather than a benefit to the company. All that inspection and testing takes time, and rejections and the resulting rework can be costly. QA reduces manufacturing throughput, and reduces the number of units produced, so shortsighted management is often tempted to gut QA so more units can be shipped, and more $$ made. However, QA can identify problems early in the manufacturing process, when they are cheapest to address, rather than apres delivery, when they become expensive warranty issues, so in the long run QA will save a company much more $$ than they cost in reduced manufacturing efficiency.
So how can I tell that Kitchenaid has a systemic QA problem? Well first let's look at the outside of the boxes.
So how do I know Kitchenaid has a systemic QA problem, and not just a lax shipping and receiving department? Well every manufacturer knows that problems become more expensive to fix the farther down the line they go, it's nearly exponential. Shipping is at the end of the line, so it's the MOST expensive step to have problems. A component has the maximum labor and materials investment when it reaches shipping, if shipping breaks it that entire investment is lost. Therefore, if a manufacturer is going to do QA anywhere it would start with shipping and receiving .
The lack of care and handling labels on both boxes indicates that nobody is checking to ensure that proper procedures are followed. 'Fragile' and 'ESD Sensitive' warning labels should be a kneejerk standard for anyone sending electronic components, which is why there's a national standard that covers it. I am sure the Kitchenaid procedures require proper labeling, but nobody is being held to those procedures...nobody's accountable.
The lack of adequate internal packaging, and the inconsistency of packaging from box to box again clearly indicate that procedures are not being followed. Any major manufacturer has an internal packaging procedure that dictates how components are to be protected during shipping. Obviously Kitchenaid's QA department is not holding people accountable to those procedures.
If Kitchenaid is cutting corners on shipping and handling, I guarantee they're cutting corners other places, as is evidenced by the many many complaints against them. It's the QA department's duty to ensure corners aren't cut, and that proper procedures and standards are followed. Kitchenaid's once stellar reputation will continue its swan-dive into the toilet unless Kitchenaid embraces QA into its culture. Further, Kitchenaid's failure to embrace QA means product failures are guaranteed. My broken stove (and the broken appliances of many others) is the preventable consequence of Kitchenaid's negligence and shortsighted greed.
