Various dimensions of quality with examples

Various dimensions of quality with examples

Depending upon the needs of the customers any product has to be supplied by the manufacturer. However the product should have certain characteristics and features. Customers only determine ultimately whether the product has been of expected quality. Various dimensions of quality that the customers do look for in a product, in order to satisfy their needs, only decide the characteristics of a product. For a manufactured product the dimensions of Quality are as following:

1. Performance – Primary product characteristics such as the brightness of the picture. This is the deciding driving force deciding the operating characteristics.

2. Features – Secondary characteristics, added features, such as remote control. Though this attribute is a secondary characteristic, it necessarily supplements the basic functioning of the product

3. Conformance – Meeting specifications or industry standards. How far the products physical and performance characteristic match with the set standards is called conformity.

4. Reliability – Consistency of performance over time, average time for the unit to fail. Under prescribed conditions of use of the product the probability of surviving over a specified period is termed as reliability of that product.

5. Durability – Useful life includes repair. The quantum of use a customer gets from a product before it wears out beyond further use or when a replacement is essential is called durability.

6. Service – Resolution of problems and complaints, ease of repair. The possibility to repair a product quickly and with ease is serviceability.

7. Response – Human to human interface, such as the courtesy of the dealer. It refers to the degree they react and act quickly to resolve the problems.

8. Aesthetics – Sensory characteristics such as exterior finish. It is the manner in which a product looks feels, tastes or smells.

9. Reputation – Past performance and other intangibles, such as being ranked first.

The dimensions of quality in respect of a service are as follows: Time – This is the duration up to which a customer is made to wait.

Timeliness – It refers to whether the promise can be kept or whether the service can be performed as Promised

Completeness – It refers to whether all the items given by the customer is included. Courtesy – Whether the front office sales people greet each customer cheerfully and politely.

Consistency – Whether the services are delivered in the same manner for every customer and every time for the same customer.

Accessibility and convenience – Whether the service is easy to get ?or must the customer influence the service provider to get the required service.

Accuracy – This is with regard to whether the service is done correctly even in the first instance. Responsiveness – Whether the service person reacts and cat quickly to resolve problems