Garvin's Definitions of Quality

Garvin's Definitions of Quality?

. Transcendent Definition

- Quality is something that is intuitively understood but nearly impossible to communicate

such as beauty or love.

. Product-Based Definition

- Quality is found in the components and attributes of a product.

. User-Based Definition

- If the customer is satisfied, the product has good quality.

Garvin's Definitions of Quality?

. Manufacturing Based Definition

- If the product conforms to design specifications, it has good quality.

. Value-Based Definition

- If the product is perceived as providing good value for the price, it has good quality.

Garvin's Product Quality Dimensions

. Performance

- Refers to the efficiency with which a product achieves its intended purpose.

. Features

- Attributes of a product that supplement a product's basic performance.

. Reliability

- The propensity for a product to perform consistently over its useful design life.

Garvin's Product Quality Dimensions

. Conformance

- Numerical dimensions for a product's performance, such as capacity, speed, size, durability,

color, or the like.

. Durability

- The degree to which a product tolerates stress or trauma without failing.

. Serviceability

- Ease of repair.

Garvin's Product Quality Dimensions

. Aesthetics

- Subjective sensory characteristics such as taste, feel, sound, look, and smell.

. Perceived Quality

- Quality is as the customer perceives it. Customers imbue products and services with their

understanding of their goodness. This is perceived quality.

Garvin's Definitions of Quality?

. Transcendent Definition

- Quality is something that is intuitively understood but nearly impossible to communicate

such as beauty or love.

. Product-Based Definition

- Quality is found in the components and attributes of a product.

. User-Based Definition

- If the customer is satisfied, the product has good quality.

Garvin's Definitions of Quality?

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