Quality is an important aspect in the production process and requires careful attention. Quality management begins with purchasing of raw materials that meet quality standards and continues through the final packing of the finished product. The export market pays close attention to quality. If products are poorly made, materials are of low quality, or the quality is inconsistent, buyers will be reluctant to place an order. Once an order is made, careful attention needs to be given to maintaining the quality that is expected. If a product is not made to the correct specifications, arrives damaged, or has poor craftsmanship, it is unlikely that the buyer will purchase again.
The international crafts market is very competitive. Buyers have such a wide range of products to choose from, so good quality makes a big difference in their decision about what to buy. Customers are also used to a high level of quality and will return items they have purchased if they feel unsatisfied with the product. Quality can mean different things to different people, but in the export market buyers pay close attention to details. If you watch a customer in a store looking at products, they will check small details: fabric will be inspected for flaws, zippers and fasteners will be checked to make sure they work properly, the item will be observed on the inside and outside to make sure that the everything was finished well.
The costs of poor quality are great. Entire shipments of products may be rejected because they were made improperly. These mistakes are costly for the artisan on several levels. The artisan may not be paid for those products, or will be paid at a reduced rate, and the buyer may lose confidence in them and choose to not re-order from them. On the buyer's end, they can lose thousands of dollars in sales if a product comes in wrong and their final customer is unsatisfied. Poor quality thus results in both the loss of orders and the loss of reputation.
|
Importance of good quality products |
Risks of bad quality products |
|
§ People want to buy the products § The products last - do not break § The customer is pleased and will buy in the future ensuring regular orders. § The customer will tell their friends to buy the product i.e., word of mouth marketing. § The market is more and more competitive so we cannot afford for customers to be dissatisfied. |
§ Lose customers § Buyers stop buying products § Buyers cancel the order § Loss of money § Loss of reputation
|
1. Raw materials. The first step in maintaining quality is careful selection of the materials to be used. Materials should be of the same quality as the sample that was sent to the buyer. If the same materials are unavailable or need to be substituted, the buyer must be notified. All materials should also be examined for quality. Wood should be properly dried or final products will crack. Textiles should be checked for color fastness and shrinking. Fittings and fasteners should function properly and withstand use. All materials used should be consistent in quality and color. In general, it is not a good idea to compromise quality for cost by using inexpensive, but poorly made materials. Paying a little more for good quality materials will pay off in the long run by building buyer's confidence in your products.
2. Production Process. Your order must match the sample approved by the buyer. To assure this, it is essential to maintain counter samples of the sample sent to the buyer. This will avoid confusion of what the buyer is expecting. Production of the order should be compared to the counter sample several times during the production process, not just once the product is finished. Some buyers may request that a production sample (photo or actual product) be sent to them for their approval to assure that matches their specifications before it is shipped. Quality control throughout production can help identify mistakes and correct them before they result in costly errors. Use a thorough quality control check listfor monitoring consistency and quality of your production.
3. Training of artisans. Handcrafts are often made in small workshops, and large orders may be filled by a number of different producers. In this case, extra care must be taken to make sure that the final products are all alike and are the same as the sample. Training and good communication with the artisans is essential. Artisans should understand what is involved in producing crafts for export and how to meet quality requirements. All artisans should be trained in how to check for quality issues as they make the products and be provided with a check list of what to look for when monitoring the quality of their production.
4. Working conditions. Good quality is also a factor of the working conditions of the artisans. Working conditions include things like fair wages, proper work areas and equipment, and worker incentives. The price paid to the artisan can impact the quality of production, as does the time they have to fulfill an order. If artisans have to produce a large order in a short amount of time, this could result in quality being compromised. If artisans are paid a low wage, they have little incentive to invest time into making a good quality item. Artisans also need to have access to funds to purchase raw materials of the quality desired. Some artisan organizations have developed a savings and loan program, to lend money to artisans for the purchase of raw materials when they need it. Most fair trade organizations should offer pre-financing when placing an order, to assure that artisans can cover the costs of purchasing materials and producing the products. Finally, good quality production also depends on workshop conditions. Work areas should be kept clean and artisans should have the minimal tools needed. Sometimes something as simple as making sure the artisans have tape measurers can make a big difference.
5. Proper packing. Quality can also be compromised if products are not properly packed for shipping. A product may have been made well, but be damaged during shipping, resulting in losses. Entire boxes of products can arrive damaged because they were packed when still wet, were packed too tightly or without adequate protection. Quality control also includes packing products so that they are protected from damages until they reach the buyer. Proper packing is the responsibility of the producer. For more on packing, see the Packing and Packaging section.
Here are some quality control problems that occur commonly and some solutions that can help to avoid the problems, or correct them when they exist.
|
COMMON QUALITY CONTROL PROBLEMS |
SOLUTIONS
|
|
1. Availability, suitability, quality of raw materials a. e.g. improperly seasoned wood b. Dyes which run, fade or are not consistent c. Improper preparation of materials 2. Methods of construction a. trained, skilled artisans? b. Appropriate tools and technology? 3. Design or engineering 4. Working conditions 5. Climate (mold, bugs, moisture 6. Rushed orders
|
1. Training 2. Consultation with artisan producers 3. Control samples a. Always make counter samples b. Supply producers with counter sample c. Keep sample at quality control. inspection site 4. Institute penalty and bonus system 5. Provide proper work conditions a. Proper lighting b. Good ventilation c. Reasonable work hours with frequent breaks 6. Provide clean, dry storage of raw materials and finished products
|
CASE STUDY |
| Asha Handicrafts is a non-profit fair trade organization in India that works with dozens of artisan workshops that make a wide range of crafts. They provide regular training for their artisans. Asha felt a quality control workshop was needed to help artisans understand the importance of good quality control. In the workshop, the artisans talked about the quality problems they had experienced, brainstormed possible solutions to resolve those problems, and came up with an action plan to put the solutions into practice. The workshop also included sitting down with each producer to listen to their needs and concerns. The workshop was very successful. Click here to view a list of the problems, solutions, and action items that came out of the workshop. |