Is Quality a roller coaster?

Quality = (Customer Perception) / (Customer Expectation )

This is a story narrated to me by a friend, Vinay in California.

Descent

On the evening of Christmas day, my friend along with his wife and three children had been out to visit friends from India. Near their house a car reversed out of a driveway and crashed into the right side of their car. The mud guard got smashed and the door crushed.

This was a leased car. So the leasing company took charge and identified a body shop where my friend had to deliver his car. He had images of a side street shack where they stretched bent cars with skilled hammering, putty and paint. To his surprise he saw an immaculate workshop.

Delight

The workshop had a comfortable reception area, courteous staff, and free coffee and coke. Much like a three-star hotel! A replacement car was waiting for him. He was informed that in four days that is Friday, his car would be ready, good as new. Vinay was delighted.

Destroyed

As Vinay drove the replacement car, one mile down the road the engine went dead! He pushed the car to the curb, and walked back to the workshop, confident that his problem would soon be over.

“Sorry Sir. We get the replacement car from the rental agency round the corner. Can’t help you.”

That experience did not correspond with the looks of the place. Vinay’s perception of the quality of that workshop nose-dived.

Three hours later, Vinay organized a car for himself and went home with his family. Not a Merry Christmas.