Qingjiang Yuan
Monday Jan 05, 2009
Dimensions of Quality
We can group various definitions of quality under these key dimensions. David Garvin, in his text, Managing Quality, identified eight separate dimensions of product quality:
1. Performance
2. Features
3. Reliability: probability that a product or service surviving for a given time period
4. Conformance: design and operating excellence
5. Durability: amount of time or use before product quality deteriorates
6. Serviceability: speed, courtesy, competence
7. Aesthetics: subjective assessment of the product
8. Perceived Quality: brand name, image, indirect measures
The dimensions of service quality are:
1. Time: time the customer waits for the service
2. Timeliness: will the service meet time commitments
3. Completeness: were all commitments met?
4. Courtesy: was the user treated with respect?
5. Consistency: are services delivered in the same manner regardless of environmental conditions?
6. Accessibility and Convenience: was the service easy to obtain?
7. Responsiveness: were unexpected problems handled appropriately
8. Accuracy: was the service performed correctly?
Posted at 02:06PM Jan 05, 2009 by byuan in General | Comments[1]
I would also add to Service Quality:
Communicating milestones - As a service is delivered key milestones of delivery are communicated to the customer so that they are aware of the status of the 'work package'. i.e if I was applying for a home loan an SMS may be sent to me to acknowledge receipt of the application, then again when funding is approved and again when the funds become available.
Posted by Ché Kristo on January 05, 2009 at 02:58 PM PST #