Kitchenaid: Quality Assurance is a joke

So I've got these two boxes on my counter containing new (or refurbished) Kitchenaid Printed Wiring Assemblies [pwa] (aka circuit boards), and thanks to Kitchenaid's terrible support I've been quite frustrated and given a lot of thought toward Kitchenaid and what went wrong. 'There's something rotten' [Hamlet] at Kitchenid and these boxes are the smoking gun. The boxes on my counter are clear evidence that Kitchenaid, as a company, has a major Quality Assurance problem (meaning there is no guarantee that the products shipped are in proper working order). Further, I now believe that my broken stove is no 'lemon', it's not the unlucky result of random failure, but is the predictable result of negligent manufacturing in-which industry standard Quality Assurance practices are either not in place or not enforced.

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.

What don't we see?  First we don't see any indication that these are Kitchenaid parts.  'Kitchenaid' does not appear anywhere on the boxes.  I thought they were mt bike parts I'd ordered.  (Note to Kitchenaid, I did NOT handle or remove the contents in any way, I simply opened the boxes as shown.)  Second, there are no 'Fragile', or 'Handle With Care', or equivalent care and handling labels on either box.  Shipping is always a bit of a gamble, but it's extremely important to alert both the shipper and receiver that the contents are delicate and breakable...especially with regard to electronics.  Third, there are no ESD (Electro-Static Discharge) warnings on the box.  Electronic components are extremely sensitive to ESD, devices like diodes and transistors can be damaged by 60volts or less, while our bodies can carry static charges of many THOUSANDS of volts.  Therefore it's vitally important to label electronics packaging with an ESD warning so proper precautions can be taken.  The ANSI-ESD_S541-2008 standard is explicit as to proper ESD labeling.

   Ok, now let's look in the boxes...In this box the PWA is completely wrapped in static dissipative (indicated by the pink color) bubble wrap.  This is acceptable.  A metalized ESD bag plus the dissipative bubble wrap would have been better, but depending on the sensitivity of the device this may be acceptable.  I can't tell if the bubble wrap is secured by adhesive (bc I didn't take it out) but it should be.  What's unacceptable is that there's nearly 3" of open airspace for the wrapped package to bounce around in.

This box has the real smoking gun.  Look at the terrible packaging job.  You don't have to be an engineer to see that this is completely unacceptable!  The PWA is 'protected' by a token scrap of dissipative bubble wrap.  It's physically unprotected from jarring, shaking and dropping, in engineering parlance vibration and shock, clear violation of ASTM D3951.  Also, since it is not enclosed by dissipative bubble wrap it's vulnerable to ESD damage.  Worse, cardboard is a known ESD generator, so not only is the PWA unprotected it's been placed in contact and shipped with an ESD generator.  This is a blatant violation of ANSI-ESD_S541-2008.

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.