David Garvin identified his “eight dimensions of quality” which he maintained covered the meaning of quality to managers, operators and customers. By accepting that customers have a different perception of quality than that of a manager, quality effort can be focused.
The eight dimensions.
- Performance: Main operating characteristics such as power, sound, speed etc.
- Features: The extras that supplement the main characteristics such as trim,sunroof etc.
- Reliability: How often it breaks down
- Conformance: How close it is to the design specification or service to the customers experience.
- Durability: Length of life, toughness in use, service frequency etc.
- Serviceability: Ease, cost and friendliness of service.
- Aesthetics: Appearance and impression.
- Perceived quality: The feel, finish and manner in which the customer is dealt with.
1 comments:
Good Blog!
But why did you stopped it ??
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