Quality:

Consumer’s Perspective

 Fitness for use

 how well product or service
does, what it is supposed to
 Quality of design
 designing quality
characteristics into a product
or service

 A Mercedes and a Ford are equally “fit for

use,” but with different design dimensions

3-2
 Dimensions of Quality:
Products

 Performance
 basic operating characteristics of a product; how well
a car is handled or its mileage
 Features
 “extra” items added to basic features, such as a
stereo CD or a leather interior in a car
 Reliability
 probability that a product will operate properly
within an expected time frame
 Conformance
degree to which a product meets pre–established
standards

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 Durability
how long product lasts before replacement
 Serviceability
ease of getting repairs, speed of repairs, courtesy and
competence of repair person
 Aesthetics
how a product looks, feels, sounds, smells, or tastes
 Safety
assurance that customer will not suffer injury or harm
from a product; an especially important consideration for
automobiles
 Perceptions
subjective perceptions based on brand name,
advertising, and the like

3-4
 Dimensions of Quality:
Service
 Time and Timeliness
 How long must a customer wait for service, and is
it completed on time?
 Is an overnight package delivered overnight?
 Completeness:
 Is everything customer asked for provided?

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 Courtesy:
 How are customers treated by employees?

 Consistency
 Is the same level of service provided to each customer each
time?

 Accessibility and convenience

 How easy is it to obtain service?

 Accuracy
 Is the service performed right every time?

 Responsiveness
 How well does the company react to unusual situations?

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 Meaning of Quality:
A Final Perspective

 Consumer’s and producer’s perspectives

depend on each other
 Consumer’s perspective: PRICE
 Producer’s perspective: COST
 Consumer’s view must dominate

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 Meaning of Quality
Meaning of Quality

Producer’s Perspective Consumer’s Perspective

Quality of Conformance Quality of Design

Production • Conformance to • Quality characteristics Marketing

specifications • Price
• Cost

Fitness for
Consumer Use

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 Verification vs validation

Verification:
"Are we building the product right ?”

Validation:
"Are we building the right product ?”
Vehicle level testing

o Appearance inspection
oWater leak test
oBrake test
Vehicle level testing

oNoise vibration harness test(NVH)

oAir leak test
Vehicle level testing

oWind tunnel test

oHot cold and humility test
Vehicle level testing

oEngine test
oChassis and suspension test
oSteering test
oLighting system test
oElectrical module test
Vehicle component level testing

oWheel and tire

oShock absorber
oBrake component
Vehicle component level testing

oSeat and Seat belt

oFuel system component
Vehicle component level testing

oDrive shaft and spinning shaft

oSteering component
Vehicle component level testing

oChassis and suspension component

oSteering component
Vehicle component level testing

oDynamic sealing
oMovable and fixed Glass
oHard trim and soft trim
oBody attachment
oElectrical module component
oBody in white and sheet metal component
oInterior component
oLighting system component
SAFETY

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• Automobile safety :

Study and practice of design, construction,

equipment and regulation to minimize the
occurrence and consequences of automobile
accidents.
• Infrared night vision systems to increase seeing distance beyond headlamp
range

• Adaptive headlamps control the direction and range of the headlight

beams to light the driver's way through curves and maximize seeing
distance without partially blinding other drivers

• Reverse backup sensors, which alert drivers to difficult-to-see objects in

their path when reversing

• Backup camera Adaptive cruise control which maintains a safe distance

from the vehicle in front
• Lane departure warning systems to alert the driver of an unintended
departure from the intended lane of travel

• Tire pressure monitoring systems which restore traction if driven wheels

begin to spin

• Anti-lock braking systems

• Automated parking system

• Airbags

• Seat belts