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QUALITY
Dimensions of Product Quality
Dimensions of Service Quality
18/06/2017 1
Bishal Das
BT14ME001
Dept. of Mechanical Engineering
Quality
 It is the fitness of use i.e. it is the value of goods and services as perceived
by the supplier, producer and customer. The measure also pertains to the
degree to which the products and services conform to specifications,
requirements and standard at an acceptable PRICE.
Forms of Definition:
a)Juran: It is the fitness of use.
b)Crosby: It is the conformance to requirements.
c)Deming: The efficient production of the quality that the market expects.
d)Feigenbaum: It is what the costumer expects
e)Taguchi: It is the loss that a product costs to the society after being shipped to the customer.
18/06/2017 2
Dimensions of Product Quality
Performance-How Successful ?
Reliability-How Dependable?
Durability-Endurance
Serviceability-Good service
Aesthetics-Good Looking
Features-Distinctive features/characteristics
Perceived Quality-how customer sees it
18/06/2017 3
Dimensions of Service Quality
Reliability- Dependablity on service
Responsiveness-Reacting quickly
Competence-successful/efficient
Communication-Exchanging Information,goods,etc
Credibility-Trust and believe
Security-Protection to service
18/06/2017 4

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Quality

  • 1. QUALITY Dimensions of Product Quality Dimensions of Service Quality 18/06/2017 1 Bishal Das BT14ME001 Dept. of Mechanical Engineering
  • 2. Quality It is the fitness of use i.e. it is the value of goods and services as perceived by the supplier, producer and customer. The measure also pertains to the degree to which the products and services conform to specifications, requirements and standard at an acceptable PRICE. Forms of Definition: a)Juran: It is the fitness of use. b)Crosby: It is the conformance to requirements. c)Deming: The efficient production of the quality that the market expects. d)Feigenbaum: It is what the costumer expects e)Taguchi: It is the loss that a product costs to the society after being shipped to the customer. 18/06/2017 2
  • 3. Dimensions of Product Quality Performance-How Successful ? Reliability-How Dependable? Durability-Endurance Serviceability-Good service Aesthetics-Good Looking Features-Distinctive features/characteristics Perceived Quality-how customer sees it 18/06/2017 3
  • 4. Dimensions of Service Quality Reliability- Dependablity on service Responsiveness-Reacting quickly Competence-successful/efficient Communication-Exchanging Information,goods,etc Credibility-Trust and believe Security-Protection to service 18/06/2017 4