TOTAL QUALITY MANAGEMENT

ASSIGNMENT

M VENKATESAN
Reg no. RA1851001010026
III BBA A
Dimensions of product quality
The Toyota Innova is the best-selling SUV in India right
now. Let’s look at what makes customers favor it using
eight dimensions of quality.

1. Performance
Performance refers to the main operating features of the
product. According to Toyota, the Innova has a smooth
automatic transmission that allows easy acceleration on
the roads. True to their words, most consumers are happy
with the Innova 2019s performance. According to the
Kelley Blue Book review, most consumers give the Innova
a performance rating of 3.9/5.

2. Features
"Features" of a product refers to the secondary
characteristics of the product. The latest Innova version
has 203 horsepower to supplement the smooth driving
and acceleration experience.

3. Reliability
Toyota outshines most car makers in the reliability of their
products. Toyota SUVs are built to last for more than 2
decades, and the Innova is no exception. If you look at the
roads today, there is a high probability that you will see an
older version of the Innova. These cars are very reliable
because they can last for a long time with little
maintenance.

4. Conformance
The Toyota Innova conforms to the safety standards set
by the National Highway Traffic Safety Administration
(NHTSA). The 2019 model was given a 5-star rating
because it reduces the impact of a crush on the
passengers and driver.

5. Durability
Since Toyota’s are built to last, they have low depreciation
in durability. A second generation Toyota Innova can go
for as much as ​₹​ 7 Lakhs because it can still run. Despite
the mileage on it, the car can still go on for more years
with minimal maintenance.

6. Serviceability
Owning a Toyota is great because they are everywhere.
That means that the parts for the Toyota Innova are
readily available. As a result, the car is easy to service and
maintain.
7. Aesthetics
Even though Toyota has never been known for its good
looks, the fourth-generation Innova received a facelift to
make it look more modern and "tough" for the roads. Since
Innova sales continue to rise, it means that people love
the car’s aesthetics.

8. Perception
The perception has always been that Toyotas are
fuel-efficient. Most people that don't know much about
cars will consider buying an Innova because they want to
save gas money. That is the perception of Toyota 2019s
quality.