Combating System-Level Quality Problems in Complex Product Development

Abstract

As products become more complex and their development involves more technologies, people, and companies, it is no longer sufficient to ensure that each part, component, or subsystem is designed and made correctly. Problems that involve many distinct elements can still arise, even if each is designed according to the specifications. Practitioners speak of Murphy’s Law and “sneak paths,” while academics refer to “emergent properties” and “undocumented interactions.” The goal of this paper is to look at this problem from the outside, focusing on Ford and two non-competing companies whose products are also complex: United Technologies and Boeing. Interviews were conducted with senior management and lower level supervisors, focusing on both official processes and anecdotal reports on what works and what does not.