•Quality is a relative term. It is really in the eyes of the
beholder.
•From functional point of view, product is considered to be of
good quality if it meets the desired functional requirements adequately over
the intended period of its use.
The Dimensions of Quality
•Quality is characterized by multiple dimensions as follows:
01. Performance :
Primary operating characteristics.
02. Features :
Secondary operating characteristics.
03. Time :
Time waiting in line, time from concept to production of a new product, time to
complete a service.
04. Reliability :
Extent of failure free operation.
05. Durability :
Amount of use until replacement is preferable to repair.
06. Uniformity :
Low variations among the repeated outcomes of a process.
07. Consistency :
Match with documentation, advertising, deadlines, or industry standards.
08. Serviceability :
Resolution of problems and complaints.
09. Aesthetics :
Characteristics related to the senses.
10. Personal interface: Characteristics such as punctuality,
courtesy and professionalism.
11. Harmlessness :
Characteristics related to safety, health and environment.
12. Perceived quality :
Indirect measures or inferences about one or more of the dimensions, reputation.
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