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  • Dimensions of Quality Function(s) With Prime Responsibility For Provision

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    The document discusses eight dimensions of quality: performance features, reliability, aesthetics, durability, conformance, serviceability, perceived quality. It assigns primary responsibility for each dimension to different functions such as operations, design, marketing, and after-sales. Performance features and reliability are the responsibility of operations. Aesthetics and durability are design's responsibility. Marketing and design handle perceived quality.

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    9780230_520912_exhibit3.12

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    The document discusses eight dimensions of quality: performance features, reliability, aesthetics, durability, conformance, serviceability, perceived quality. It assigns primary responsibility for each dimension to different functions such as operations, design, marketing, and after-sales. Performance features and reliability are the responsibility of operations. Aesthetics and durability are design's responsibility. Marketing and design handle perceived quality.

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    5 views1 page

    Dimensions of Quality Function(s) With Prime Responsibility For Provision

    Uploaded by

    lightknow
    The document discusses eight dimensions of quality: performance features, reliability, aesthetics, durability, conformance, serviceability, perceived quality. It assigns primary responsibility for each dimension to different functions such as operations, design, marketing, and after-sales. Performance features and reliability are the responsibility of operations. Aesthetics and durability are design's responsibility. Marketing and design handle perceived quality.

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    Dimensions of quality Performance Features Reliability Aesthetics Durability Conformance Serviceability Perceived quality

    EXHIBIT 3.12

    Function(s) with prime responsibility for provision

    A products primary operating characteristics Secondary characteristics, the bells and whistles The probability of a product malfunctioning within a given period How the nal product looks A measure of a products life in terms of both its technical and economic dimensions The degree to which a product is manufactured to the agreed specication The ease of servicing (planned or breakdown) to include the speed and provision of after-sales service How a customer views the product Operations Design and after-sales Marketing and design Design

    SOURCE: Based on Garvin, D.A. (1987) Competing on the eight dimensions of quality, Harvard Business Review, NovemberDecember, pp. 10119

    The dimensions of quality and the functions typically responsible for their provision

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