Podcast
Play an AI-generated podcast conversation about this lesson
Questions and Answers
What is the broad definition of quality?
What is the broad definition of quality?
The ability of a product or service to consistently meet or exceed customer requirements or expectations.
Which of the following is NOT a dimension of product quality?
Which of the following is NOT a dimension of product quality?
- Price (correct)
- Performance
- Durability
- Aesthetics
What are the eight dimensions used to judge product quality?
What are the eight dimensions used to judge product quality?
- Performance, Aesthetics, Features, Cost, Reliability, Durability, Perceived quality, Serviceability
- Performance, Aesthetics, Features, Conformance, Reliability, Durability, Warranty, Serviceability
- Performance, Aesthetics, Features, Conformance, Reliability, Durability, Perceived quality, Serviceability (correct)
- Price, Aesthetics, Features, Conformance, Reliability, Durability, Perceived quality, Serviceability
What is a dimension of service quality that involves the speed of delivery?
What is a dimension of service quality that involves the speed of delivery?
Signup and view all the answers
Which of the following best describes service quality?
Which of the following best describes service quality?
Signup and view all the answers
The ability to perform a service dependably, consistently, and accurately refers to ______.
The ability to perform a service dependably, consistently, and accurately refers to ______.
Signup and view all the answers
Flashcards are hidden until you start studying
Study Notes
Concept of Quality
- Quality is the ability of a product or service to consistently meet or exceed customer expectations.
- Customer requirements for quality are varied, making it a customer-dependent concept.
- Recently, there has been renewed focus on quality due to negative publicity from product recalls across industries, including automobiles and pharmaceuticals.
Defining Quality
- Quality can be assessed by comparing performance to expectations:
- Performance equals expectations: quality met.
- Performance less than expectations: quality unmet.
- Performance greater than expectations: quality exceeded.
- Understanding customer expectations is key for organizations to enhance quality.
Dimensions of Product Quality
- Eight main dimensions are used to evaluate product quality:
- Performance: Core characteristics of a product.
- Aesthetics: Overall appearance and sensory attributes such as feel and smell.
- Special Features: Additional characteristics enhancing product value.
- Conformance: Adherence to design specifications.
- Reliability: Consistent and dependable performance.
- Durability: Longevity and resilience over time.
- Perceived Quality: Indirect assessment through reputation.
- Serviceability: Effectiveness in addressing repairs and complaints.
Examples of Product Quality Dimensions (Automobile Context)
- Performance: Fit, finish, and handling characteristics.
- Aesthetics: Design of both exterior and interior.
- Features: Innovations in convenience (gauge placement), technology (GPS), and safety (anti-skid systems).
- Conformance: Matching specifications set by the manufacturer.
- Reliability: Low frequency of repairs needed.
- Durability: Useful life measured in miles and resistance to wear.
- Perceived Quality: Recognition of the brand as top-rated.
- Serviceability: Simplified repair processes.
Dimensions of Service Quality
- Service quality dimensions differ from product quality:
- Convenience: Accessibility of the service.
- Reliability: Consistent and accurate service performance.
- Responsiveness: Willingness to assist customers in unique situations.
- Time: Speed of service delivery.
- Assurance: Knowledge of personnel and ability to foster trust.
- Courtesy: Treatment of customers by employees.
- Tangibles: Physical aspects of services, including staff and materials.
- Consistency: Ability to maintain service quality over time.
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
