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    Quality (Misc)

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    Jay Mj
    This document discusses different dimensions of quality across products and services. It outlines eight dimensions of product quality including performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. It also outlines seven dimensions of service quality including timeliness, completeness, courtesy, consistency, accessibility/convenience, accuracy, and responsiveness. The document recommends selectively pursuing quality dimensions that distinguish your offerings from competitors based on market research into which dimensions are most important to customers.

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    Quality (Misc)

    Uploaded by

    Jay Mj
    25 views4 pages
    This document discusses different dimensions of quality across products and services. It outlines eight dimensions of product quality including performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. It also outlines seven dimensions of service quality including timeliness, completeness, courtesy, consistency, accessibility/convenience, accuracy, and responsiveness. The document recommends selectively pursuing quality dimensions that distinguish your offerings from competitors based on market research into which dimensions are most important to customers.

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    Quality

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    This document discusses different dimensions of quality across products and services. It outlines eight dimensions of product quality including performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. It also outlines seven dimensions of service quality including timeliness, completeness, courtesy, consistency, accessibility/convenience, accuracy, and responsiveness. The document recommends selectively pursuing quality dimensions that distinguish your offerings from competitors based on market research into which dimensions are most important to customers.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    25 views4 pages

    Quality (Misc)

    Uploaded by

    Jay Mj
    This document discusses different dimensions of quality across products and services. It outlines eight dimensions of product quality including performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. It also outlines seven dimensions of service quality including timeliness, completeness, courtesy, consistency, accessibility/convenience, accuracy, and responsiveness. The document recommends selectively pursuing quality dimensions that distinguish your offerings from competitors based on market research into which dimensions are most important to customers.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 4

    1

    THE RANGE OF QUALITY


    Installing and
    Servicing Quality
    Products
    QUALITY OF DESIGN
    QUALITY OF
    MATERIALS
    QUALITY OF PRODUCTS
    Engineering
    Quality Products
    Planning Quality
    Processes
    Buying Quality
    Material
    Receiving and
    Inspecting
    Quality Material
    Manufacturing
    Quality Parts and
    Products
    Inspecting and
    Testing Quality
    Products
    Shipping Quality
    Products
    Selling Quality
    Products
    2
    The Eight Dimensions
    of Product Quality
    Reference: David A Garvin, Competing on the Eight Dimensions of Quality, Harvard Business
    Review, November-December 1987, pp. 101-109.
    # DIMENSION DEFINITION EXAMPLE
    1. Performance
    The primary operating characteristics
    of a product.

    2. Features
    The bells and whistles of a product
    (i.e., those characteristics that
    supplement the basic functions).

    3. Reliability
    The probability that a product will fail
    within a specified period of time.

    4. Conformance
    The degree to which the design or
    operating characteristics of a product
    meet pre-established standards.

    5. Durability
    The amount of use a product can
    sustain before it physically
    deteriorates to the point where
    replacement is preferable to repair.

    6. Serviceability
    The speed, courtesy, competence,
    and ease of repair.

    7. Aesthetics
    The look, feel, taste, smell, and sound
    of a product.

    8. Perceived Quality
    The impact of brand name, company
    image, and advertising.


    3
    The Seven Dimensions
    of Service Quality
    Reference: Operations Management, authored by Roberta S. Russell and
    Bernard W. Taylor III, and published by Prentice Hall.

    # DIMENSION DEFINITION
    1.
    Time &
    Timeliness
    Customer waiting time. On-time completion.
    2. Completeness Customers get all they ask for.
    3. Courtesy Treatment by employees.
    4. Consistency Same level of service for all customers.
    5.
    Accessibility &
    Convenience
    Ease of obtaining service.
    6. Accuracy Performed correctly every time.
    7. Responsiveness Reaction to special circumstances or requests.

    4
    Strategic Implications of the
    Eight Dimensions of Quality
    Pursue a selective quality niche. To distinguish your
    product or service from those of your competitors, use
    some but not all of the dimensions of quality. (It is
    unwise and often impossible to pursue excellence in all
    dimensions.)

    Conduct market research to determine which of the
    dimensions of quality are most important to your
    customers. Do not introduce or persist with dimensions
    of quality that are unimportant to your customers.

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