7 Qualities of dimensions of goods and services

1. Performance- A product’s primary operating characteristics.

2. Feature- the bells and whistles” of a product. A car may have power options a co player, IPOD
connections satelite radio, and antilock braker.

3. Reliability – The probability of a products surviving over a specified period of fime under
started conditions of use.

4. Conformance- The degree to which physical and performance Characteristics of a product

match pre established Standards.

5. Durability – The amount of use one gets from a produt before it physically deterio rates or
until replacement is preferabile.

6. Serviceability. The speed, courtesy, and competento of repair work

7. Aesthetics- thow a product looks, feels, sounds, taster or smells.

FIVE PRINCIPAL DIMENSIONS THAT CONTRIBUTE TO CUSTOMER PERCEPTION QUAliTY

1. RELIABILITY -The ability to provide what was promised dependably and accurately

2. ASSURANCE-The knowledge and courtesy of employees to convey turt and Confidence and
their ability to a

3. TANGIBLE- the physical the appearance of Facilities and equipment, the personnel and individual
attention
4. EMPHATY -or the degre of waving hand

5. RESPONSIVENESS- The willingness to help customers and provide prompt service

4 mistakes proofing processes

1.Forgetfulness due to lack of reinforcement or guidance

2.Misunderstanding or incorrect identification because of the lack of familiarity with a process or

procedures

3.Lack of experience

4.Absentmindedness and lack of attention, especially when a process is automated

THE KANO MODEL OF CUSTOMER REQUIREMENTS

1)DISSATISFIERS –(MUST HAVES) Basic requirements that customers. Expected in a product or service

2) SATISFIERS- (WANTS) REQUIREMENTI THAT ENTOMERU EXPREWEY SAY THEY WANT

3) EXCITERS/DELIGHTERS (NEVER THOUGH of)