What
Is Quality?
•“The
degree of excellence of a thing” (Webster’s
Dictionary)
•The
totality
of features and characteristics that satisfy
needs
•Fitness
for use
Quality : Ability of a product or service to consistently meet or exceed customer expectations.
From the view point of consumer the quality may differ from each persons
Dimensions
Of Product Quality
1.
Performance
basic operating characteristics
2.
Features
“extra” items added to basic features
3.
Reliability
probability product will operate over
time
4.
Conformance
meeting
pre-established standards
5.
Durability
life
span before replacement
6.
Serviceability
ease
of getting repairs, speed & competence
of repairs
7.
Aesthetics
look,
feel, sound, smell or taste
8.
Safety
freedom
from injury or harm
9.
Other perceptions
subjective
perceptions based on brand name, advertising, etc
Dimensions
of Service Quality
1.
Time & Timeliness
customer
waiting time, completed on time
2.
Completeness
customer
gets all they asked 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
right every time
7.
Responsiveness
reactions
to unusual situations
Determinants of Quality
•Quality
of design
•Capability
of production (M/C, equip.,labor)
•Quality
of conformance
•Ease
of use
•After
sales service quality
Quality
Of Conformance
•Ensuring
product or service produced according to design
•Depends
on
–design of production process
–performance of machinery
–materials
–training
