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Quality in Manufacturing

Quality in manufacturing and service consists of multiple dimensions beyond just meeting basic requirements, including those that enhance and differentiate products from competitors. David Garvin identified eight key dimensions of quality: performance, features, reliability, conformance to standards, durability, serviceability, aesthetics, and perceived quality based on branding. Not every firm needs to compete on all dimensions of quality.

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295 views

Quality in Manufacturing

Quality in manufacturing and service consists of multiple dimensions beyond just meeting basic requirements, including those that enhance and differentiate products from competitors. David Garvin identified eight key dimensions of quality: performance, features, reliability, conformance to standards, durability, serviceability, aesthetics, and perceived quality based on branding. Not every firm needs to compete on all dimensions of quality.

Uploaded by

Mahendar Sd
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPT, PDF, TXT or read online on Scribd
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Quality in Manufacturing & Service

Multiple Dimensions of Quality


The concept of quality includes not only the product and service attributes that meet basic requirements, but also those that enhance and differentiate them from competing offerings. However, not every firm needs to compete along the same dimensions of quality. David A. Garvin (1984) observes that quality consists of eight basic dimensions:

Dimensions
Performance: A product's primary operating characteristics. Features. The "bells and whistles" of the product. Reliability: The probability that a product will operate properly over a specified period of time under stated conditions of use. Conformance: The degree to which physical and performance characteristics of a product match preestablished standards. Durability: The amount of use one gets from a product before it physically deteriorates or until replacement is preferable. Serviceability: The speed, courtesy, and competence of repair. Aesthetics. How a product looks, feels, sounds, tastes, or smells.
Perceived quality: Subjective assessment resulting from image, advertising, or brand name

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