Quality, Design and the Pursuit of Excellence

Excellence — that undefinable quality that is apparent yet defeats description — you just know that it resides but cannot put your finger on it. The pursuit of excellence is tough, and no doubt, I have given up more often than not and very few have been the occasions where I have had the “Aha” moment, when I have felt completely satisfied with something I have created — nothing incomplete, all loose ends tied, elegant solution, just perfect!



What is it that separates the excellent from the normal? It is not a new question — and all ancient civilizations have grappled with this question in the past. It is this parameter that we choose to call “quality” (if hearing the word “quality” immediately brings up visions of Six Sigma and Lean programmes, process audits, compliance, templates and checklists etc., then it is time for some serious unlearning and introspection).



How to create quality? It is a difficult question, because our logical minds seek to answer this question by first defining quality (to measure it objectively) and then creating a plan to reach there. However, can a logical mind define something that is beyond logic? Perhaps it can get really close. If we cannot get there logically, what else can we do — is it just random then? For a more interesting unraveling of this question, read Zen and the Art of Motorcycle Maintenance.



There is indeed one approach that tends to focus more on experiential aspects rather than on cold and unemotional analysis and logic. Design.



Design is that something extra that adds the warmth of experiential happiness (satisfaction, if you may), to cold functionality. It is that something that wants you to use a product again and again. It is that something that helps you to use the product well and not cause it to beak down or fail inadvertently. It is that something that makes a product or service well-rounded. It is that something that removes the rough edges, unwanted things. It is that something that achieves more with less.



Functionality conquers the world, overcomes challenges. Design fits in, melts into the landscape.



Design takes you from the land of functionality to the land of excellence.



Following is an article on this topic that was published in my Innovator column in the April issue of Education Insider (earlier called as Asian Educator).

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