Harvard professor David A. Garvin developed a meaningful conceptual view of quality. He suggested that the quality of a product or service is composed of eight dimensions. Garvin's eight dimensions broaden the perspective of the quality concept. Customers, managers, engineers, line operators and clerks at every level on organization's hierarchy must be involved in enhancing and managing quality.
1. Performance: A product's/ Service's primary operating characteristics ( e.g. a car's acceleration performance, the comfort of a user using long-wear contact lenses.)
2. Features: Add-one or supplements ( e.g. the student study guide for a course, power locks on a car).
3. Reliability: A probability of not malfunctioning or breaking down for a specified period of time ( e.g a 5 year, 60,000 mile warranty).
4. Conformance: The degree to which a product's design and operating characteristics meet establishment standards ( e.g a product test shows that the product is within 0.001 inch of the standard).
5. Durability: A measure of a product's life ( e.g 10 years).
6. Serviceability: The speed and case of repairing ( e.g panel that can be replaced by an untrained user).
7. Aesthetics: A product's look, feel, taste and smell ( a rose has a delicate feel, a desired colour and a distinctive scent).
8. Perceived: Quality as viewed by customer, client, or student 9 e.g a parent uses a disposable diaper because it's sanitary, convenient and reasonably period).
Quality is very much related with all stage of human live and most of the quality perspective are reflects in our life. So we can say quality is " way of live". How we do our day to day work, how we speak, walk and dress are characteristics of my life and they are quantified to express the quality of my life".
1. Performance: A product's/ Service's primary operating characteristics ( e.g. a car's acceleration performance, the comfort of a user using long-wear contact lenses.)
2. Features: Add-one or supplements ( e.g. the student study guide for a course, power locks on a car).
3. Reliability: A probability of not malfunctioning or breaking down for a specified period of time ( e.g a 5 year, 60,000 mile warranty).
4. Conformance: The degree to which a product's design and operating characteristics meet establishment standards ( e.g a product test shows that the product is within 0.001 inch of the standard).
5. Durability: A measure of a product's life ( e.g 10 years).
6. Serviceability: The speed and case of repairing ( e.g panel that can be replaced by an untrained user).
7. Aesthetics: A product's look, feel, taste and smell ( a rose has a delicate feel, a desired colour and a distinctive scent).
8. Perceived: Quality as viewed by customer, client, or student 9 e.g a parent uses a disposable diaper because it's sanitary, convenient and reasonably period).
Quality is very much related with all stage of human live and most of the quality perspective are reflects in our life. So we can say quality is " way of live". How we do our day to day work, how we speak, walk and dress are characteristics of my life and they are quantified to express the quality of my life".
No comments:
Post a Comment
Thank you for your comment