Chapter II Dimensions of quality products Dimensions of service quality Process and results

-Quality is multidimensional
-Dimensions of a product or service helps to determine how
well the service is given against meeting the customer
requirements.
8 dimensions of product quality
1. Performance - consists of the primary operating
characteristics of a product. Involves quantifiable
attributes.
2. Features –Characteristics that boost the attraction of
the product or service to the user. Secondary aspects of
performance, “Bells and wishes’ of a product.
3. Reliability –likelihood that a product will not fail within
a particular time period, product to work with no
failure. Directly connected to performance.
4. Conformance –extent of a products design and
operating characteristics. Products and services involve
specification of some sort. Specifications are set and a
target is set, for instance the material.
5. Durability –Product’s life, how much use a person gets
from a product before it breaks down.
 3 types of Durability testing
 Vibration testing
 Shock test
 Climatic test
6. Service ability –Obtaining repair service like access to
service centers and ease of self-service.
7. Aesthetics -Product looks, refers to the “outside” feel of
the product.
8. Perceived quality –service attributes, implicit
comparison.
Service is normally described as an experience felt by consumer,  Process-oriented thinking- carried out through the
Intangible in nature. assessment of performance.
 Result-oriented thinking- Process outcomes are
1. Tangibles –Physical characteristics of quality of goods. obtained and evaluated.
2. Reliability –promised service dependably, promised
about delivery.
3. Responsiveness –Willingness to help customers to
provide prompt service. Communicated to customer.
4. Assurance –knowledge of courtesy and ability,
connected to the competence, trust of the customer.
5. Empathy –caring attitude that an organization provides
towards the customers. Individual attention to
customer does best to satisfy his needs.
Chapter IV kaizen: Concepts and system
Kaizen
 Continuous improvement
 Kai=Change Zen=Good
 Used to describe Company culture
Two types of kaizen
1. Gemba kaizen(Workplace)
 Action oriented approach, improvement carried
out in the actual workplace.
 Methods: Quality circle
2. Teian kaizen(Plan)
 Theory-based approach and refers to strategic
improvements that are prejudiced by top
management.
Kaizen and management

 Maintenance
 Improvement
-Innovation
-kaizen