8 Dimensions of Quality

7/21/2019 8 Dimensions of Quality

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Introduction The most fundamental denition of a quality

product is one that meets the expectations ofthe customer. However, even this denition istoo high level to be considered adequate.

In order to develop a more complete

denition of quality, consideration some of thekey dimensions of a quality product or serviceare necessary.



Dimension 1:Performanceoes the product or service do what it is

supposed to do, within its dened tolerances!



Performance"erformance is often a source of contention

between customers and suppliers, particularlywhen deliverables are not adequately denedwithin specications.

The performance of a product often in#uencesprotability or reputation of the end$user. %s

such, many contracts or specications includedamages related to inadequate performance.



Dimension 2: Featuresoes the product or services possess all of

the features specied, or required for itsintended purpose!



Features&hile this dimension may seem obvious,

performance specications rarely dene thefeatures required in a product. Thus, it'simportant that suppliers designing product orservices from performance specications arefamiliar with its intended uses, and maintainclose relationships with the end$users.



Dimension 3:Reliability&ill the product consistently perform within

specications!



Reliability(eliability may be closely related to

performance. )or instance, a productspecication may dene parameters for up$time, or acceptable failure rates.

(eliability is a ma*or contributor to brand or

company image, and is considered afundamental dimension of quality by mostend$users.



Dimension 4:Conformanceoes the product or service conform to the

specication!



ConformanceIf it's developed based on a performance

specication, its impotent to ensure it performas specied. If it's developed based on adesign specication, ensure it possess all ofthe features dened.



Dimension 5:DurabilityHow long will the product perform or last, and

under what conditions!



Durabilityurability is closely related to warranty.

(equirements for product durability are oftenincluded within procurement contracts andspecications.

)or instance, ghter aircraft procured to

operate from aircraft carriers include designcriteria intended to improve their durability inthe demanding naval environment.



Dimension 6:ServiceabilityIs the product relatively easy to maintain and

repair!



Serviceability%s end users become more focused on Total

+ost of wnership than simple procurementcosts, serviceability -as well as reliability isbecoming an increasingly importantdimension of quality and criteria for productselection.



Dimension 7:est!etics The way a product looks is important to end$

users.



est!etics The aesthetic properties of a product

contribute to a company's or brand's identity.)aults or defects in a product that diminish itsaesthetic properties, even those that do notreduce or alter other dimensions of quality,are often cause for re*ection.



Dimension ":Perce#tion"erception is reality.

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Perce#tion The product or service may possess adequate or

even superior dimensions of quality, but still fallvictim to negative customer or public

perceptions.%s an example, a high quality product may get

the reputation for being low quality based onpoor service by installation or eld technicians.

If the product is not installed or maintainedproperly, and fails as a result, the failure is oftenassociated with the product's quality rather thanthe quality of the service it receives.



Summaryepending on the industry, situation, and type

of contract or specication several or all of theabove dimensions may be interdependent.

&hen designing, developing or manufacturing aproduct -or delivering a service the interactionsbetween the dimensions of quality must beunderstood and taken into account.

&hile these dimensions may not constitute acomplete list of relevant dimensions, takingthem into consideration should provide us with abetter understanding of the slippery concept ofquality.



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8 Dimensions of Quality