Afzaal

September 9, 2014
 Principal Quality Dimensions

1. Performance
2. Features
3. Reliability
4. Conformance
5. Durability
6. Serviceability
7. Aesthetics
8. Perceived quality
 Principal Quality Dimensions

• Performance:
• a product’s primary operating
characteristics. Example: A car’s
acceleration, braking distance, steering
and handling
 Principal Quality Dimensions

• Features:
• the “bells and whistles” of a product. A
car may have power options, a tape or CD
deck, antilock brakes, and reclining seats
 Principal Quality Dimensions

• Reliability:
• the probability of a product’s surviving
over a specified period of time under
stated conditions of use. A car’s ability to
start on cold days and frequency of
failures are reliability factors
 Principal Quality Dimensions

• Conformance:
• the degree to which physical and
performance characteristics of a product
match pre-established standards.
• car’s fit/finish, freedom from noises can
reflect this.
 Principal Quality Dimensions

• Durability:
• the amount of use one gets from a
product before it physically deteriorates
or until replacement is preferable.
• For car - corrosion resistance & long wear
of upholstery fabric
Principal Quality Dimensions

• Serviceability:
• speed, courtesy, competence of
repair work.
• auto owner -access to spare parts.
 Principal Quality Dimensions

• Aesthetics:
• how a product looks, feels, sounds,
tastes, or smells.
• car’s color, instrument panel design and
“feel of road” –
• make aesthetically pleasing
 Principal Quality Dimensions

• Perceived Quality:
• Subjective assessment of quality resulting
from image, advertising, or brand names.
• car, - shaped by magazine reviews-
manufacturers’ brochures
To t al Quality Management