Quality is the degree of excellence
that satisfies customer needs. According to ISO 9000:2000, “quality as the
degree to which a set of inherent characteristics fulfills requirements.
Quality,
Q=P/E , Here, Q=Quality
P=Performance
E=Expectation
If, Q≥1 = Good quality
Q<1 = Bad quality
Dimensions of Quality
Performance: Primary product characteristics.
Ex-TV size, TV picture brightness
Features: Secondary characteristics, added
features. Ex-TV remote control
Conformance: Meeting specifications or industry
standards. Ex-workmanship
Reliability: Consistency of performance over
time, average time of the unit to fail
Durability: Useful life, includes repair
Service: Resolution of problems and
complaints. Ex-ease of repair
Response: Human – to – human interface. Ex- courtesy
of the dealer
Aesthetics: Sensory characteristics. Ex-exterior
finish
Reputation: Past performance and other intangibles,
such as being ranked first.
