Discussion on Class Assignment 1

Definition and Dimensions of Quality

Quality is a complex phenomenon but still 
must be specified. Discuss this from the 
producer’s and then from the consumer’s 
point of view, using an example.

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Class Assignment –
Definition and Dimensions of Quality
 Consider your own purchase of a car. State how do you judge
the quality of the following two brands/models and make
your evaluation.
 Quality definition? Quality dimensions? Quality of
performance and levels? Other considerations? Your choice?

KIA- Morning or similar Benz- S500/600 or similar

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1
 Definition and Dimensions of Quality
The word “Quality” is often used in several distinct
purposes:
 ‘Comparative sense' or 'degree of excellence', whereby
products may be ranked on a relative basis, sometimes
referred to as 'grade'.
 ‘Quantitative sense' as used in manufacturing, product
release and for technical evaluations, sometimes referred
to as 'quality level'.
 'Fitness for purpose sense' which relates the evaluation of
a product or service to its ability to satisfy a given need.

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Class Assignment 1
Definition of Quality

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2
 Class Exercise - hints
Dimensions of Quality
(Product) (Service)
Dimensions Automobile Auto Repair
 Performance Everything works, fit & finish All work done, at agreed price
 Aesthetics Ride, handling, grade of Friendliness, courtesy,
materials used Competency, quickness
 Special Interior design, soft touch Clean work/waiting area
features
 Convenience Gauge/control placement Location, call when ready
 High tech Cellular phone, DVD player Computer diagnostics
 Safety Antilock brakes, airbags Separate waiting area

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Definition and Dimensions of Quality

The word “Quality” is often used in several distinct
purposes:
 ‘Comparative sense' or 'degree of excellence', whereby
products may be ranked on a relative basis, sometimes
referred to as 'grade'.
 ‘Quantitative sense' as used in manufacturing, product
release and for technical evaluations, sometimes referred
to as 'quality level'.
 'Fitness for purpose sense' which relates the evaluation of
a product or service to its ability to satisfy a given need.

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3
 Conformance to specification

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Conformance
to specification

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4
 Definition and Dimensions of Quality
The word “Quality” is often used in several distinct
purposes:
 ‘Comparative sense' or 'degree of excellence', whereby
products may be ranked on a relative basis, sometimes
referred to as 'grade'.
 ‘Quantitative sense' as used in manufacturing, product
release and for technical evaluations, sometimes referred
to as 'quality level'.
 'Fitness for purpose sense' which relates the evaluation of
a product or service to its ability to satisfy a given need.

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Customer’s judgement
Fitness for use

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