qsmth m2

• quality- the consistent delivery of products and guest services according to expected standards
• In any case, to achieve satisfactory quality, we must be concerned with all three stages of the product or service cycle which include:

  •The definition of needs

  •The product design and conformance

  •The product support throughout its lifetime
• Dimensions of Quality by David Garvin (1987)
• .Reliability:

  How often does the product/service fail?
• .Performance:

  ◦Will the product/service do the intended job?
• .Durability:

  ◦How long does the product/service last?.
• Serviceability:

  ◦How easy to repair the product / to solve the problems in service?
• Aesthetics:

  ◦What does the product/service look/smell/sound/feel like?
• Features:

  ◦What does the product do/ service give?
• Perceived Quality:

  ◦What is the reputation of the company or its products/services?
• Conformance to Standards:

  ◦Is the product/service made exactly as the designer/standard intended?
• quality- Conformance to specifications (British Defense Industries Quality Assurance Panel)vv