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Date Submitted: 03/03/2013 09:55 AM
CH1 ‐ Introduction to Quality
© John Wiley & Sons, Inc. Managing, Controlling & Improving Quality by Montgomery, Jennings & Pfund
1–1
Garvin (1987) provides eight components or dimensions of quality
1
Performance
Will the product do the intended job?
2
Reliability
How often does the product fail?
3
Durability
How long does the product last?
4
Serviceability
How easy is it to repair the product?
5
Aesthetics
What does the product look like?
6
Features
What does the product do?
7
Perceived Quality
What is the reputation of the company or its
product?
8
Conformance to Standards
Is the product made exactly as the designer
intended?
9
Responsiveness
How long they did it take the service provider to
reply to your request for service?
© John Wiley & Sons, Inc. Managing, Controlling & Improving Quality by Montgomery, Jennings & Pfund
1–2
For the service sector some additional dimensions of Quality
could be added
10
Professionalism
This is the knowledge and skills of the service provider, and
relate to the competency of the organization to provide the
required services.
11
Attentiveness
Customers generally want caring, personalized attention from
their service providers. Customers want to feel that their needs
and concerns are important and are being addressed.
© John Wiley & Sons, Inc. Managing, Controlling & Improving Quality by Montgomery, Jennings & Pfund
1–3
What is Quality?
Quality is a multifaceted entity
The American Society for Quality describes “quality” as a
subjective term for which each person or sector has its own
definition.
Traditional view of Quality
Fitness for use
Quality of design (Variations in grades or levels of Quality are
intentional)
Quality of conformance (How well the product conforms to the
specifications required by the design)
The traditional view of quality has become associated more with ...