Dimensions of quality by TUYIZERE Delphin

Dimensions of
quality
TUYIZERE Delphin St-BSC in NURSING

Definitions of quality vary from person to
person or organization to organization, but in
general, we can say that quality has something to
do with the specifications and requirements of
the customer being met by the supplier.
DEFINITIONS OF QUALITY

In addition, quality is related very closely to
aspects such as pricing and costs in comparison
to the products of competitors. Some people
suggest quality as a 'moving target'; in other
words, it is something which is difficult to reach
an agreement on the meaning and definition.
,

Consistency
Perfection
Compliance with policies and procedures
Doing it right the first time
Providing a good, usable product
Delighting or pleasing customers.
BELOW ARE SOME DEFINITIONS OF QUALITY WE USUALLY COME
ACROSS

Fuji Xerox Hong Kong
Quality means providing our
external and internal customers
with innovative products and
services that fully satisfy their
requirements.
,

Hong Kong Petrochemical Co. Ltd.
Quality means understanding the
requirements and expectations of customers
and supplying them with products and services
to satisfying their expectations and needs.
,

Philip B Crosby: Conformance to
requirements.
Crosby believes that as long as
requirements are met then this means
quality. The important point is that
requirements are mutually agreed
between customer and supplier.
,

Eight dimensions of product quality
management can be used at a
strategic level to analyze quality
characteristics.
,

1. Performance
2. Features
3. Reliability
4. Conformance
5. Durability
6. Serviceability
7. Aesthetics or Style
8. Perceived Quality
GARVIN'S EIGHT DIMENSIONS CAN BE SUMMARIZED AS FOLLOWS:

Performance refers to a product's
primary operating characteristics. This
dimension of quality involves
measurable attributes; brands can
usually be ranked objectively on
individual aspects of performance.
PERFORMANCE:

Performance is often a source of
contention between customers and
suppliers, particularly when deliverables are
not adequately defined within specifications.
The performance of a product often
influences the profitability or reputation of
the end-user.
,

Features are additional characteristics that enhance
the appeal (Attractiveness that interests) of the
product or service to the user.
Similar thinking can be applied to features, a second
dimension of quality that is often a secondary aspect
of performance. Features are the "bells and whistles"
of products and services, those characteristics that
supplement their basic functioning.
FEATURES

Reliability is the likelihood that a product
will not fail within a specific time period.
This is a key element for users who need the
product to work without fail.
RELIABILITY:

Conformance is the precision with
which the product or service meets the
specified standards.
CONFORMANCE

All products and services involve specifications of some
sort. When products are developed, these specifications
are set and a target is set, for instance the materials used
or the dimension of the product.
Not only the target but also the tolerance (the range of
permitted deviation from the target) is defined. One
problem with this approach is that there is little interest
in whether the specifications have been met exactly as
long as the tolerance limits are met.
,

Durability measures the length of a product’s life.
When the product can be repaired, estimating durability
is more complicated. The item will be used until it is no
longer economical to operate it.
This happens when the repair rate and the associated
costs increase significantly.
Technically, durability can be defined as the amount of
use one gets from a product before it deteriorates
DURABILITY

Serviceability is the speed with which the product
can be put into service when it breaks down, as
well as the competence and the behavior of the
service person.
Serviceability involves the consumer's ease of
obtaining repair service
SERVICEABILITY

Important attributes for the serviceability dimension are service
warranty, parts warranty, parts availability, distance to dealer
service centers, distance to service parts center-dealer, distance to
service parts center individual, length of wait for service
appointment, schedule of preventive maintenance, employees
listen to customers, information regarding repairs, courteous
service centers, repaired correctly first time, service time relative
to other dealers, warranty claims handled without argument,
average repair cost/year, extended warranty, underestimation of
service cost and provision of loan car.
,

The aesthetic properties of a product contribute to the identity
of a company or a brand.
Faults or defects in a product that diminish its aesthetic
properties, even those that do not reduce or alter other
dimensions of quality, are often cause for rejection.
Aesthetics refers to how the product looks feels, sounds,
tastes, or smells.
It is clearly a matter of personal judgments and a reflection of
individual preference. Nevertheless, there appear to be some
patterns in consumers' rankings of products on the basis of taste.
AESTHETICS OR STYLE

Perceived Quality is the quality attributed to a good or
service based on indirect measures
Perception is not always reality.
Consumers do not always have complete information
about a product's or service's attributes; indirect
measures may be their only basis for comparing brands.
A product's durability for example, can seldom be
observed directly; it usually must be inferred from
various tangible and intangible aspects of the product.
PERCEIVED QUALITY:

Dimensions of quality by TUYIZERE Delphin

Dimensions of quality by TUYIZERE Delphin

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Dimensions of quality by TUYIZERE Delphin