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9 Dimensions of Quality
9 Dimensions of Quality
9 Dimensions of Quality
9 DIMENSIONS OF
Presentation Done By
Percept Perform
ion ance
Aesthet Featur
ics es
Service Reliabil
ability ity
Durabil Conform
ity ance
Dimension 1: Performance
Performance is often a source of contention between
customers and suppliers, particularly when deliverables are
not adequately defined within specifications.
Example: Durability of batteries, fuel economy of cars, BHP of
an engine, etc.
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Dimension 2: Features
Additional characteristics that enhance the appeal of the
product or service to the user.
Example : Design of seats in a car, look and color refrigerator
Dimension 3: Conformance
conformance with standard, matching with
documentation, being on time , etc
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Dimension 4: Reliability
Reliability may be closely related to performance. For
instance, a product specification may define parameters for
up-time, or acceptable failure rates.
Example : Product- Mean time before failure;
Dimension 5: Durability
Durability is closely related to warranty.
Examples: Product – Ability to repair;
Service – Keeping pace with industry.
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Dimension 6: Serviceability
Convenience and cost of repair and maintenance and is
related to ease in resolving the customer complain
Dimension 7: Aesthetics
How a product looks, feels, sounds, smells, or tastes
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Dimension 8: perceived Quality
Indirect evaluation of quality
Example: Reputation
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Dimension 9: safety
Assurance that customer will not suffer injury or harm
from a product
Example: TATA NANO
Quality Dimensions Of Service