DIMENSIONS OF MANUFACTURING AND SERVICE QUALITY. The various dimensions of product and service quality are Performance Features Conformance Reliability.

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Presentation transcript:

DIMENSIONS OF MANUFACTURING AND SERVICE QUALITY

The various dimensions of product and service quality are Performance Features Conformance Reliability Durability Service Response Aesthetics Reputation

Dimensions Performance - Primary product characteristics, such as the brightness of the picture Features - Secondary characteristics, added features, such as remote control. Conformance - Meeting specifications or industry standards, workmanship. Reliability – Consistency of performance over time, average time for the unit to fail. Durability – Useful life, includes repair Service – Resolution of problems and complaints, ease of repair. Response – Human-to-human interface, such as the courtesy of the dealer. Aesthetics – Sensory characteristics, such as exterior finish Reputation – Past performance and other intangibles, such as being ranked first.

Quality Cost Prevention Cost –Planning, Document, Control, Training Appraisal Cost –Inspection & Tests, Installation, Calibration, M/c Depreciation, Reports & Rejects. Internal Failure Cost – Scraps, Repair Rework, Design Changes, Defect Failure Analysis, Retests & Re Inspection, Downgrading, Down Time. External Failure Cost – Complaints, Goodwill, Failures, Services & Replacement, Guarantee & Warranty, Compensation, Recall, Loss of Sales, Seconds Sales.

Economics of Quality of Conformance Internal & External Failure Cost Prevention & Appraisal Cost Optimum Total Cost Total Cost

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