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LOOKING AT THE SPECS

by Gerard Fonte

Start ę Are You Flexible? ę Whoęs the Boss? ę So, What are Your Options? ę What are the Hazards? ę To be or Not to be Specified? ę Unhappy Customers ę Sources and PDF

UNHAPPY CUSTOMERS

Most legal action happens because the customer feels that the product doesnęt perform properly, failing specifications. "This clock doesnęt keep time!" "The radio doesnęt pick up my favorite station!" "The power supply keeps failing!" "I want my money back!"

There will always be unhappy customers. However, your product shouldnęt make them that way. Proper specifications can go a long way to educate your customer about what to expect from your product. Unfulfilled expectations (realistic or not) are a major cause of customer dissatisfaction.

The spec sheet should define what the product needs to operate (voltage, frequency, etc), and what it produces (output power, distortion, etc). It should have the physical dimensions. It should state if other apparatus is needed for operation (AC adapter, microphone, etc). This is the absolute minimum for specifications.

At the next level are the softer specifications. These may not be absolutely necessary like the upper frequency response for a VOM. These are typical specifications that provide the user with guideline performance, rather than a guaranteed performance.

Try to place yourself in the useręs point of view. What is important to know about your product? If you were buying it, what factors would you like to compare to your competitoręs product. And, if your specification is poor in one area, you may consider not including it. In that regard, be careful not to over-specify your product. Donęt force your product to meet a specification that isnęt important. You donęt want to spend time and money making your product conform to whimsical requirements (i.e., the color of the PC board or the number of detents on the volume control). Be sensible, understanding the conflicts of interest will help you create, use, and comprehend proper specifications.

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