1.4 Dimension of Quality

Dimensions of quality: manufactured products

Performance, basic operating characteristics of a product; how well a car is handled or its gas mileage.

Features, "extra" items added to basic features, such as a stereo CD or a leather interior in a car.

	Reliability, probability that a product will operate properly within an expected time frame; that is, a TV will work
	without repair for about seven years.

Conformance, degree to which a product meets pre-established standards.

Durability, how long product lasts before replacement?

Serviceability, ease of getting repairs, speed of repairs, courtesy and competence of repair person.

Aesthetics, how a product looks, feels, sounds, smells, or tastes?

	Safety, assurance that customer will not suffer injury or harm from a product; an especially important
	consideration for automobiles.

Perceptions, subjective perceptions based on brand name, advertising, and the like.

1.4 Dimension of Quality

Dimensions of quality: service

	Time and Timeliness, how long must a customer wait for service, and is it completed on time?
	Is an overnight package delivered overnight?

	Completeness, is everything customer asked for provided?
	Is a mail order from a catalogue company complete when delivered?

	Courtesy, how are customers treated by employees?
	Are catalogue phone operators nice and are their voices pleasant?

	Consistency, is the same level of service provided to each customer each time?
	Is your newspaper delivered on time every morning?

	Accessibility and convenience, how easy is it to obtain service?
	Does a service representative answer you calls quickly?

	Accuracy, is the service performed right every time?
	Is your bank or credit card statement correct every month?

	Responsiveness, how well does the company react to unusual situations?
	How well is a telephone operator able to respond to a customer's questions?