HARAMBEE UNIVERSITY

POST GRADUATE PROGRAM

PTQM INDIVIDUAL ASSIGNMENT I

PREPARED BY: ASHENAFI BIRA

ID:220395

SUBMITTED TO: DR. MULACHEW HAILE

SUBMISSION DATE: 16/12/2023 G.C

 QUALITY AND GRADE

Quality and grade are two distinct concepts often used in assessing products or services, each offering a
unique perspective on the characteristics and standards of a given item. Understanding the differences
between these terms is crucial for both businesses and consumers in making informed decisions.

Quality:

Quality is a comprehensive measure of the inherent attributes and characteristics of a product or service.
It encompasses features such as durability, reliability, performance, and overall excellence. In essence,
quality reflects how well a product or service fulfills its intended purpose and satisfies customer
expectations.

For example, consider a local bakery that prides itself on producing high-quality artisanal bread. In this
context, quality might be measured by factors such as the taste, texture, freshness, and nutritional value of
the bread. If the bread consistently meets or exceeds these criteria, it is considered to have high quality.

Grade:

Grade, on the other hand, is a classification based on predetermined standards or criteria within a specific
category. It is often used to categorize products or services into different levels based on certain
attributes. Grades provide a way to differentiate between various offerings within a market.

Continuing with the bakery example, imagine they offer different grades of bread – standard, premium,
and deluxe. These grades could be based on factors like ingredients used, production methods, or
additional features. Customers can then choose the grade that aligns with their preferences and budget.

Undesirability from a Customer Perspective:

If either quality or grade is low, it can lead to dissatisfaction, but the impact on the customer can vary.

 Low Quality:

- Low-quality products or services are generally undesirable from a customer perspective. This is
because they may fail to meet expectations, resulting in functional issues, frequent breakdowns, or a short
lifespan. Customers often associate low quality with disappointment, frustration, and the need for
frequent replacements or repairs.

Using the bakery example, if the artisanal bread consistently lacks the expected taste or freshness,
customers are likely to be dissatisfied. They might perceive the bread as not fulfilling their desires for a
high-quality product.

 Low Grade:
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 - A low-grade product or service, while not top-tier, may still fulfill basic requirements. It might lack
some advanced features or additional attributes found in higher-grade alternatives but could offer
satisfactory performance at a lower cost.

In the context of the bakery, if there is a lower-grade bread with fewer artisanal touches but still meets
essential standards, some customers who prioritize cost over additional features may find it acceptable.

Local Example:

Consider a local smartphone market where various brands offer devices with different qualities and
grades. The quality of a smartphone might be assessed based on factors like build materials, processing
power, camera capabilities, and software reliability.

 Low Quality:

- If a particular smartphone brand consistently produces devices with issues such as overheating,
frequent crashes, or subpar camera performance, customers are likely to view these products as low
quality. This perception can harm the brand's reputation and result in customers seeking alternatives.

 Low Grade:

- On the other hand, a lower-grade smartphone from a reputable brand might lack some premium
features but still provide reliable performance for essential tasks. Customers looking for budget-friendly
options may choose such a device, accepting the trade-offs in exchange for cost savings.

In conclusion, while both low quality and low grade can be undesirable, low quality is generally more
negatively perceived by customers as it directly impacts the product or service's core functionality and
satisfaction. Businesses aiming to satisfy customer expectations should prioritize delivering high-quality
offerings, even if they fall into lower grades, to maintain consumer trust and loyalty.