Quality
Quality is consistent conformance to customers’
expectations, in other words, ‘doing things right’
- Major influence on customer satisfaction or dissatisfaction
Another way to think about quality is the degree to which
performance of a product or service meets or exceeds customer expectations
The Dimensions of Quality
Product & service quality is often judged on eight dimensions
of quality
The Determinants of Quality
The degree to which a product successfully satisfies its
intended purpose
- Design
- Quality of design (Intention of designer to include/exclude feature)
- How well the product conforms to the design
- Quality of conformance (The degree to which goods/services conform to the intent of the designers)
- Ease of use
- User instructions, intended purposes, ways for functioning properly & safely
- Service after delivery
- Recall & repair of the product, adjustment, replacement or buyback
Benefits of Good Quality
- An enhanced reputation for quality
- Greater customer loyalty
- The ability to command premium prices
- An increased market share
- Fewer production or service problems
- Lower liability costs
- Higher productivity
- Higher profits
The Consequences of Poor Quality
- Loss of business
- Liability
- Productivity
- Costs
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