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Dimensions and Determinants of Quality


ability of a product or service to consistently meet or exceed customer requirements or expectations.

It is customerdependent.

Production; Service.


Appraisal costs -

costs of activities designed to ensure quality or uncover defects costs of prevention defects from occurring Costs caused by defective parts or products or by faulty services failures discovered during production failures discovered after delivery to the customer an approach that evaluates the financial return of investments in quality

Prevention costs Failure costs -

Internal failures -

External failures -

Return on quality (ROQ) -

Dimensions of Product Quality

Performance - main characteristics of the


Aesthetics - appearance, feel, smell, taste Special Features - extra characteristics Conformance - how well product/service
conforms to customers expectations

Reliability - consistency of performance

Durability - useful life of the


Perceived Quality - indirect evaluation

of quality (e.g. reputation)

Serviceability - service after sale

Tangibles Convenience Reliability Responsiveness

Time Assurance Courtesy

1. Tangibles

Were the facilities clean, personnel neat?

2. Convenience
3. Reliability 4. Responsiveness 5. Time 6. Assurance 7. Courtesy

Was the service center conveniently located?

Was the problem fixed? Were customer service personnel willing and able to answer questions? How long did the customer wait? Did the customer service personnel seem knowledgeable about the repair? Were customer service personnel and the cashier friendly and courteous?


Ease of use Conforms to design


is the starting point for the level of quality eventually achieved. It involves characteristics of products such as Size Shape Location

Quality of design refers to the intention of designers include or exclude certain features in a product or service.
Designer decisions must take into account customers wants, production or service capabilities, safety and liability, costs, and other similar considerations.

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers.

Equipment used motivation of workers Training Skills The extent to which the design lends itself to production The monitoring process to assess conformance The taking of corrective correction

Ease of use refers to the ease of usage of the product or services for the customers. They increase the chances that a product will be used for its intended purposes and in such way that it will continue to function properly and safely

Raise Company's Reputation Rationalize Premium Prices Decrease Liability Costs Increase Productivity Increase Customer Loyalty Increase Customer Satisfaction

Loss of business Liability due to damages or faulty design or poor workmanship

Productivity (defective output) Costs