CHAPTER 2
STRATEGIC DIMENSION OF
QUALITY
David Garvin develop a system of thinking about quality of
products.
Performance – consist of the primary operating characteristics of a product.
Features – added characteristics that boost the attraction of the product or service to the
user.
Reliability - is the likelihood that a product will not fail inside a particular time period.
MTBF – mean time between failures (literally the average time elapsed from one failure to
the next.)
Failure rate – the frequency with which a component fails, expressed in failures per unit
of time.
Conformance – depicts to what extent a product design and operating characteristics
meet established standards.
Durability - is a measure of how much use a person to gets from a product before it
breaks down to such a point that replacement makes more sense than continual repair.
3 types of DURABILITY testing
1. Vibration testing – the vibration environment to which product will be expose to in real use is
produced. Products are tested this environment to judge their durability or check for
improvements. There are two types of vibration testing;
a. Vibration Experiment – used to test a sample or representative model
of volume production. It is used to improved the product design.
b. Vibration Stress Screening – All production products are
tested to eliminate faulty units and approved good units. It
may be compulsory in certain industries.
Shock Tests – replicates events to determine if structure can
withstand sudden applied forces. Shocks are characterized by
their short duration and sudden occurrence.
Climate Testing – materials can deteriorate over time, ageing
prematurely due to either high or low temperature extremes.
• Serviceability - involves the customer ease of obtaining repair service like
access to serve centers and/or ease of self-service.
• Aesthetics - means how a product looks, feels, sounds, tastes, or
smell. It obviously an issue of personal judgment and an indication of
individual preferences.
• Perceived Quality – is the individuals' subjective appraisal of products
or services attributes; indirect measures may be their only basis for
comparing brands.
• Dimension of Service Quality
Service – is normally described as an experience felt by the consumer.
• Tangibles - dimension of quality is associated to the environment in which the
service is rendered to the customers.
• Reliability – is the ability to perform the promise service dependably and accurately to
customers on specific service.
• Responsiveness – the willingness to help customers and provide prompt
service. This dimension emphasize attentiveness in dealing with customers
requests.
• Assurance - defined as employees' knowledge of courtesy and the ability of
the firm and its employees to inspire trust and confidence .
• Empathy – refers to caring attitude that an organization provides toward
customer. Service quality calls for individual attention to customers.
END OF
CHAPTER
2
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