Professional Documents
Culture Documents
Differing Perspectives On Quality
Differing Perspectives On Quality
Differing Perspectives On Quality
Differing Perspectives
on Quality
Chapter Overview
What is Quality?
Differing Functional Perspectives on Quality
The Three Spheres of Quality
Other Perspectives on Quality
Arriving at a Common Perspective
Performance Durability
Features Serviceability
Reliability Aesthetics
Conformance Perceived Quality
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Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall. 11 - 3
What is Quality?
Project Quality Dimensions
Performance Perform
Features consistently over the
Reliability product’s useful life.
Conformance
Performance Adherence to
Features quantifiable
Reliability specifications
Conformance
A product is Durability
serviceable if it can Serviceability
be repaired easily Aesthetics
and cheaply
Perceived Quality
Subjective Durability
characteristics such Serviceability
as taste, feel, Aesthetics
sound, look.
Perceived Quality
Tangibles
Service Reliability
Responsiveness
Assurance
Empathy
Tangibles Physical
Service Reliability appearance of the
Responsiveness facility, equipment,
personnel and
Assurance
compunctions
Empathy equipment
Tangibles Caring
Service Reliability individualized
Responsiveness attention from the
service company
Assurance
Empathy
Operations Research
Product Design Engineering
Concurrent Engineering
Uses the
Systems View
that underlies
modern Quality
management
thinking
Strategic Management
For Quality Management to be pervasive in a
firm it needed to be included in all of the firm’s
business processes including strategic Planning
Financial
Deming: Quality Improvement is linked to
reduction of defects and improved
organizational performance
Financial
Deming: Quality Improvement is linked to reduction
of defects and improved organizational performance
Juran: Quality related costs can result in lost sales
because of a poor reputation for reliability
Quality
Management
Quality Quality
Assurance Control