Skip to main content

Quality Management | Part - A

Quality Management (Part - A)


The quality of a product or service is a consumer’s perception of the degree to which the product or service meets his or her expectations.

Simply, Quality is the ability of your product or service to satisfy your customers.

According to American Society for Quality:

The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs.

According to Business Dictionary:

Product Quality is the group of features and characteristics of a saleable good which determine its desirability and which can be controlled by a manufacturer to meet certain basic requirements. Most businesses that produce goods for sale have a product quality or assurance department that monitors outgoing products for consumer acceptability.

Dimensions of Product Quality:

In 1987 David Garvin suggested that there are eight dimensions to quality. Let’s briefly look at each of Garvin's eight dimensions.

1. Performance
2. Features
3. Reliability
5. Conformance
5. Serviceability
6. Durability
7. Aesthetics
8. Perceived Quality

1. Performance:

A quality product will perform as expected by the user and as specified by the manufacturer. Performance is often a source of contention between customers and suppliers, particularly when deliverables are not adequately defined within specifications.

Simply, how well the product or service performs the customer’s intended use.

                     i) The speed of a laser printer;
                     ii) Vehicle - Horsepower; and
                     ii) Service - Processing customer requests.

2. Features:

These are characteristics that are supplemental to the basic operating characteristics.

Simply, the special characteristics that appeal to customers.

                      i) A stereo CD player would be an additional feature; and
                     ii) Automatic selfie system in mobile.

3. Reliability:

Reliability of a product is the degree of dependability and trustworthiness of the benefit of the product for a long period of time. This is a key element for users who need the product to work without fail.
Simply, the likelihood of breakdowns, malfunctions or the need for repairs.
                     i) Product - Mean time before failure; and
                     ii) Service - Variance in processing time.

4. Conformance:

Conformance is the precision with which the product or service meets the specific standards.

5. Serviceability:

Serviceability is the speed with which the product can be put into service when it breaks down, as well as the competence and the behaviour of the service person.

                      i) Product – Design; and
                     ii) Service –Accessibility, Online.

6. Durability:

Durability is the length of time or amount of use before needing to be repaired or replaced. The item will be used until it is no longer economical to operate it.

                      i) Product – Ability to repair; and
                     ii) Service – Keeping pace with industry.

7. Aesthetics:

Aesthetic aspect of a product is comparatively subjective in nature and refers to its impact on the human senses such as how it looks, feels, sounds, tastes and so on, depending upon the type of product. Design is important for many products; the colour picked indicates certain things.

                      i) Product - Compared to others; and
                     ii) Service - Appearance of location.

8. Perceived Quality:

Perceived Quality is the quality attributed to a good or services based on direct measures.

A high quality product may get the reputation for being low quality based on poor service by installation or field technicians. If the product is not installed or maintained properly, and fails as a result, the failure is often associated with the product’s quality rather than the quality of the service it receives.

Please visit, to read: Quality Management | Part - B


List of Popular Posts

Write a dialogue between two friends about the proper use of time

Suppose, You are Lina and Mina is you best friend. Now, write a dialogue between you and Mina about the proper use of time.

Dialogue: A dialogue between two friends (myself: Lina and my friend: Mina) about the proper use of time.

Lina: Hello Mina, how are you?
Mina: I'm not well.

Lina: Why! What happened?
Mina: My results of the HSC pre-test examination are not good.

Lina: What's the problem? Didn't you learn your lessons regularly?
Mina: No, I was not serious in using time properly and very often I wasted my valuable time on Facebook.

Lina: Oh, God, you are sure to fail in the HSC Examination.
Mina: Please tell me what I can do.

Lina: You must be sincere about your time. If you utilize of your time, you are sure to succeed.
Do you know about the benefits of using time properly?
Mina: Oh, no. I don't.

Quick navigation:Write a dialogue between two friends about national poet Kazi Nazrul Islam
Lina: All the great men of the world had made the proper use of time. They were very sincer…

Write a dialogue between two friends about the uses and abuses of Internet

Write a dialogue between two friends about the uses and abuses of Internet.

Dialogue:A dialogue between two friends (Lina & Mina) the uses and abuses of Internet.

Lina: Hi! How are you, Mina?
Mina: Fine and you?

Lina: I'm also fine. Where are you going now?
Mina: I'm going to the cyber cafe. I will have to submit an application via internet.

Lina: Oh I see. I will be very glad if you kindly tell me something about the uses of Internet.
Mina: Internet is a computerized network of information. Internet allows us to meet new people and discover new places even though we are not there. With the help of internet, we can get information about new books, movies, latest news, music, medicine, invention and can send mail electronically to any part of the world.

Composition:Uses and Abuses of Internet
Lina: How does it work in the field of education?
Mina: With the help of Internet we can get foreign education. A student no longer needs to spend long hours in libraries searching for a desired…

Write a dialogue between two friends on environment pollution

Dialogue about environment pollution.Karim: Good morning, Rahim?
Rahim: Good morning.

Karim: How are you, friend?
Rahim: I am fine and you?

Read:Write a dialogue between  two friends about the cause, effect and possible suggestion of remedy for drug addiction.
Karim: I am also fine. But why do you look so worried?
Rahim: You are right. I am somewhat worried about environment pollution.

Karim: Oh, Yes! Environmental pollution is one of the biggest problems the world faces today. It is being polluted day by day.
Rahim: You are absolutely right. This polluted environment causes much harm to us.

Karim: Exactly! But what are you thinking about its consequences?
Rahim: The consequence of environmental pollution is an issue that troubles us economically, physically and everyday of our lives.

Karim: Absolutely! Besides, the increase of world temperature is the result of environment pollution. What is your idea about it?
Rahim: I agree with you. I think the plants and animals are likely to be extinct…