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