James Thomas' blog
Updated: 15 hours 2 min ago
Good Products Bad Products by James L. Adams seeks, according to its cover, to describe "essential elements to achieving superior quality." Sounds good! As I said in my first (and failed) attempt to blog about this book, I'm interested in quality. But in the introduction (p. 2) Adams is cautious about what he means by it:
Quality is a slippery, complex, and sometimes abstract concept ... Philosophers have spent a great deal of time dealing with the concept of quality. This is not a book on semantics or philosophy, so for our purposes we will simply assume that quality means "good." But, of course, that leaves us with "good for whom?" "good for what?" "good when?" "good where?" and if you really like to pick nits, "what do you mean by good?" I won't go there, either.My bias is towards being interested in the semantics and so I'd have liked not to have seen a concept apparently so fundamental to the book being essentially dismissed in the space of a paragraph on the second page of the introduction. Which isn't to say that quality is not referred to frequently in the book itself, nor that Adams has nothing to say about quality. He does, for example when thinking about why improving the quality of a manufacturing process is often considered a more tractable problem that improving the quality of the product being manufactured (p. 25):
characteristics of good products, such as elegance, and the emotions involved with outstanding products, namely love, are not easily described by [words, maths, experiment and quantification] - you can't put a number on elegance or love.Further, he's clearly thought long and hard about the topic, and I'd be surprised if he hasn't wrestled at length with definitions of quality - having spent no little time exploring my own definition of testing, I have sympathy for anyone trying to define anything they know and care about - before deciding to pursue this line. What's reassuring to see is that Adams is clear that whatever quality or goodness of a product is, it's relative to people, task, time and place.
He references David Garvin's Competing on the Eight Dimensions of Quality, which I don't recall coming across before, and which includes two dimensions that I found particularly interesting: serviceability (the extent to which you can fix a product when it breaks, and the timeliness with which that takes place) and perceived quality (which is to do with branding, reputation, context and so on).
I was reading recently about how experiments in the experience of eating show that, amongst many other factors, heavier cutlery - which we might naturally perceive to be better quality - enhances the perception of the taste of the food:
... we hypothesized that cutlery of better quality could have an influence on the perceived quality of the food consumed with it. Understanding the factors that determine the influence of the cutlery could be of great interest to designers, chefs, and the general public alike.Adams also provides a set of human factors that he deems important in relation to quality: physical fit, sensory fit, cognitive fit, safety and health, and complexity. He correctly, in my opinion, notes that complexity is a factor that influences the others, and deems it worthy of separation.
A particularly novel aspect for me is that he talks of it in part as a consideration that has influence across products. For example, while any given car might be sufficiently uncomplex to operate, the differences in details between cars can make using an unfamiliar one a disconcerting experience (p.91): "I ... am tired of starting the windshield wipers instead of the turn signal." He admits a tension between desiring standardisation in products and wanting designers to be free to be creative. (And this is the nub of Don Norman's book, The Design of Everyday Things, that I wrote about recently.)
It's not a surprise to me that factors external to the product itself - such as familiarity and branding - govern its perceived quality, but it's interesting to see those extrinsic factors considered as a dimension of intrinsic quality. I wondered whether Weinberg's classic definition of quality has something to say about this. According to Weinberg (see for example Agile and the Definition of Quality):
Quality is value to some person.
And value is a measure of the amount that the person would pay for the product. Consider I'm eating a meal at a restaurant: if my enjoyment of the food is enhanced by heavier cutlery, but the cost to me remains the same as with lighter cutlery, then in some real sense the value of the food to me is higher and so I can consider the food to be of higher quality. The context can affect the product.
Alternatively, perhaps in that experiment, what I'm buying is the whole dining experience, and not the plate of food. In which case, the experiential factors are not contextual at all but fundamental parts of the product. (And, in fact, note that I can consider quality of aspects of that whole differently.)
Weinberg's definition exists in a space where, as he puts it,
the definition of "quality" is always political and emotional, because it always involves a series of decisions about whose opinions count, and how much they count relative to one another. Of course, much of the time these political/emotional decisions – like all important political/emotional decisions – are hidden from public view. Political, yes, and also personal. Adams writes (p. 43)
Thanks to computers and research it seems to me that we have gotten better at purely technical problem solving but not necessarily at how to make products that increase the quality of people's lives - a situation that has attracted more and more of my interest.And so there's another dimension to consider: even a low quality item (by some measure, such as how well it is built) can improve a person's quality of life. I buy some things from the pound shop, knowing that they won't last, knowing that there are better quality versions of those items, because the trade-off for me, for now, between cost and benefit is the right one.
Bad product: good product, I might say.
I recently became interested in turning bad ideas into good ones after listening to Reflection as a Service. At around that time I was flicking through the references in Weinberg on Writing - I forget what for - when I spotted a note about Conceptual Blockbusting by James L. Adams:
A classic work on problem solving that identifies some of the major blocks - intellectual, emotional, social, and cultural - that interfere with ideation and design.I went looking for that book and found Adams' web site and a blog post where he was talking about another of his books, Good Products Bad Products:
For many (60?) years I have been interested in what makes some products of industry "good", and others "bad". I have been involved in designing them, making them, selling them, buying them, and using them. I guess I wanted to say some things about product quality that I think do not receive as much attention as they should by people who make them and buy themI hadn't long finished The Design of Everyday Things by Don Norman but didn't recall much discussion of quality in it. I checked my notes, and the posts (1, 2) I wrote about the book, and found that none of them mention quality either.
I'm interested in quality, generally. And my company builds products. And Adams is saying that he has a perspective that is underappreciated. And he comes recommended by an author I respect. And so I ordered the book.
Shortly after I'd started reading it I was asked to review a book by Rich Rogers. Some of the material in Good Products Bad Products was relevant to it: some overlapping concepts, some agreement, and some differences. I don't think it played a major part in the *ahem* quality of my review, but I can say that I was able to offer different, I hope useful, feedback because of what I'd read elsewhere, but only been exposed to by a series of coincidences and choices.
I continue to be fascinated by chains of connections like these. But I'm also fascinated by the idea that there are many more connections that I could have made but never did, and also that by chasing the connections that I chose to, I never got some information that would allow me to make yet further connections. As I write this sentence, other ideas are spilling out. In fact, I stopped writing that sentence in order to note them down at the bottom of the document I'm working in.
In Weinberg on Writing there's a lot of talk about the collection and curation of fieldstones, Weinberg's term for the ideas that seed pieces of writing. Sometimes, for me, that process is like crawling blind through a swamp - the paucity of solid rock and the difficulty of finding it and holding on to it seems insurmountable. But sometimes it's more like a brick factory running at full tilt on little more than air. A wisp of raw materials is fed in and pallets full of blocks pour out of the other end.
Here's a couple of the thoughts I noted down a minute ago, expanded:
Making connections repeatedly reinforces those connections. And there's a risk of thinking becoming insular because of that. How can I give myself a sporting chance of making new connections to unfamiliar material? Deliberately, consciously seeking out and choosing unfamiliar material is one way. This week I went to a talk, Why Easter is good news for scientists, at the invitation of one of my colleagues. I am an atheist, but I enjoy listening to people who know their stuff and who have a passion for it, having my views challenged and being exposed to an alternative perspective.
It's also a chance to practice my critical thinking. To give one example: the speaker made an argument that involved background knowledge that I don't have and can't contest: that there are Roman records of a man called Jesus, alive at the right kind of time, and crucified by Pontius Pilate. But, interestingly, I can form a view of the strength of his case by the fact that he didn't cite Roman records of the resurrection itself. Michael Shermer makes a similar point in How Might a Scientist Think about the Resurrection?
Without this talk, at this time, I would not have had these thoughts, not have searched online and come across Shermer (who I was unfamiliar with but now interested in), and not have thought about the idea that absence of cited evidence can be evidence of absence of evidence to cite (to complicate a common refrain).
I am interested in the opportunity cost of pursuing one line of interest vs another. In the hour that I spent at the talk (my dinner hour, as it happens) I could have been doing something else (I'd usually be walking round the Science Park listening to a podcast) and would perhaps have found other interesting connections from that. I could have started a different book; I have several more queued up, including:
- Extreme Programming Adventures in C# by Ron Jeffries
- Digital Assurance by Paul Gerrard
- Conceptual Blockbusting by James L. Adams
Another concept often associated with cost is benefit. any connections I make now might have immediate benefit, later benefit or no benefit. Similarly, any information I consume now might facilitate immediate connections, later connections or no connections ever.
Which connects all of this back to the beauty and the pain of our line of work. In a quest to provide evidence about the "goodness" or "badness" of some product (whatever that means, and with apologies to James Adams it'll have to be another blog post now) we follow certain lines of enquiry and so naturally don't follow others.
It's my instinct and experience that exposing myself to challenge, reading widely, and not standing still helps me when choosing lines of enquiry and when choosing to quit lines of enquiry. But I may just not have sufficient evidence to the contrary. Yet ...
Last month's Cambridge Tester meetup was puzzling. And one of the puzzles was an empty wordsearch that I'd made for my youngest daughter's "Crafternoon" fundraiser. At Crafternoon, Emma set up eight different activities at our house and invited some of her school friends to come and do them, with the entrance fee being a donation to charity.
The idea of the wordsearch activity is simple: take the blank wordsearch grid and make a puzzle from it using the list of words provided. Then give it to someone as a present.
If you fancy a go, download it here: Animal Alphabet Wordsearch (PDF)
(You're free to use it for your own workshops, meetups, team exercises or whatever. We hope you have fun and, if you do, please let us know about it and consider donating to an animal charity. Emma supports Wood Green.)
After Crafternoon, I offered the puzzle to Karo for the Cambridge Tester meetup and she wrote about in Testing Puzzles: Questions, Assumptions, Strategy. It's fun to read about how the testers addressed the task. It's also fun to compare it to what the children did. Broadly, I think that the kids were less concerned by a sense of expectation about the outcome - and that's not a remotely original observation, I appreciate.
Everyone who took part had some "knowledge in the head" about the task (conventions from their own experiences) and there is some "knowledge in the world" about it too, such as whatever instructions have been given and the guidelines for the person who is gifted the completed wordsearch.
Some of the testers gently played with convention by, for example:
- filling in all blank cells with the letter A
- using symbols outside of the Roman alphabet
- mixing upper and lower case in the grid
But the kids in general went further by:
- writing more than one letter in a cell
- writing letters outside of cells
- writing words around corners
- leaving some cells blank
- crossing out the words from the list if they couldn't fit them in the grid
- spelling something wrong to make it fit
In our jobs we're often thinking about how a product could be used in ways that it wasn't intended. It's an education watching children trample all over a task like this, deriving their own enjoyment from it, unselfconsciously making it into whatever works for them at that moment, constrained much more by the practical restrictions (pen, paper, the location of Crafternoon, ...) than any theoretical ideas or social norms.
While I was thinking about this - washing up last night, as it happens - I was listening to Russell Brand on The Comedian's Comedian podcast. He's a thoughtful chap, worth hearing, and he came out with this beautiful quote:
Only things that there are words for are being said. A challenge ... is to make up different words if you want to say different and unusual things.And that's fitting in a blog post about finding words, but it generalises: the children were willing and able to invent a lexicon of actions that was permitted by the context they found themselves in. As a tester, are you?