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PRODUCTvs.
SERVICE
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QUALITY DIMENSIONS:
Each customer contact is called a moment of
truth.
You have the ability to eithersatisfy or
dissatisfy them when you contact them.
A service recoveryis satisfying a previouslydissatisfied customer and making them a loyal
customer.
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KanoCustomerNeedModel
Dissatisfiers Those needs that are EXPECTED in a productor service. These are generally not stated bycustomers but are assumed as given. If they
are not present, the customer is dissatisfied.
Satisfiers Needs that customers SAY THEY WANT.Fulfilling these needs creates satisfaction.
Exciters /Delighters
New or Innovative features that customers DONOT EXPECT. The presence of suchunexpected features leads to highperceptions of quality.
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Garvins 9Dimensions
ofProductQuality
Performance
Features
Conformance
Aesthetics
Reliability
Durability
Serviceability
Perception
Safety
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DIMENSIONS OF PRODUCT QUALITY
1. PERFORMANCE
the products primary operating characteristics(the products main function)
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DIMENSIONS OF PRODUCT QUALITY
2. FEATURES
the bells and whistles of the product(the add-ons of a given product)
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DIMENSIONS OF PRODUCT QUALITY
4. CONFORMANCE
the degree to which physical & performancecharacteristics of a product match pre-
established standards
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DIMENSIONS OF PRODUCT QUALITY
5. DURABILITY
the amount of use one gets from a productbefore it physically deteriorates
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DIMENSIONS OF PRODUCT QUALITY
6. SERVICEABILITY
the ability to repair a product quicklyand easily
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DIMENSIONS OF PRODUCT QUALITY
7. AESTHETICS
refers to how a product looks, feels, sounds,tastes or smells (putting flavors in a product)
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DIMENSIONS OF PRODUCT QUALITY
8. PERCEIVED QUALITY
subjective assessment resulting from image,advertising or brand names
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DIMENSIONS OF PRODUCT QUALITY
9. SAFETY
freedom from injury or harm
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Garvins 9Dimensions
ofServiceQuality
Time
Timeliness
Completeness
Courtesy
Consistency
Accessibility
Accuracy
Responsiveness
Tangibles
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DIMENSIONS OF SERVICE QUALITY
1. TIME
refers to the acceptable time acustomer can wait
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DIMENSIONS OF SERVICE QUALITY
2. TIMELINESS
the ability of the provider to performthe service as promised
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DIMENSIONS OF SERVICE QUALITY
3. COMPLETENESS
the ability of the provider to fullyissue out services as declared
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DIMENSIONS OF SERVICE QUALITY
4. COURTESY
frontline staff gets to greet andwelcome customer cheerfully
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DIMENSIONS OF SERVICE QUALITY
5. CONSISTENCY
services are delivered in the samefashion for every customer and everytime for the same customer
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DIMENSIONS OF SERVICE QUALITY
6. ACCESIBILITY
the service is easy to obtain
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DIMENSIONS OF SERVICE QUALITY
7. ACCURACY
service is performed rightthe first time
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DIMENSIONS OF SERVICE QUALITY
8. RESPONSIVENESS
service personnel react quickly andresolve unexpected problems
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DIMENSIONS OF SERVICE QUALITY
9. TANGIBLES
the physical facilities that theservice provider offers
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PRODUCT QUALITY vs. SERVICE QUALITY
1) Services requires a higherdegree of customization; while inmanufacturing the goal isuniformity.
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PRODUCT QUALITY vs. SERVICE QUALITY
2) Output of service systems isintangible while manufacturingproduces tangible
visible products.
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PRODUCT QUALITY vs. SERVICE QUALITY
3) For products, quality is assessed
against design specs while in servicequality is measured againstcustomers expectations
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PRODUCT QUALITY vs. SERVICE QUALITY
4) Defective products/goods areeasily replaced; poor service canonly be followed up by apologies
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PRODUCT QUALITY vs. SERVICE QUALITY
5) Services are produced and consumedsimultaneously; while products are
produced prior consumption.
Services cannot be stored, inventoried or
inspected prior to delivery as manufacturedgoods are.
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PRODUCT QUALITY vs. SERVICE QUALITY
6) Customers are often involved in
the service process whereasmanufacturing is performed awayfrom the customer.
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PRODUCT QUALITY vs. SERVICE QUALITY
7) are generally labor intensivewhereas manufacturing is morecapital intensive.
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END