Daffodil International University
Faculties and Departments => Business Administration => Business & Entrepreneurship => BBA Discussion Forum => Topic started by: Md. Alamgir Hossan on March 25, 2017, 10:19:46 AM
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Quality is the extent to which the customers or users believe the product or service surpasses their needs and expectations. For example, a customer who purchases an automobile has certain expectation, one of which is that the automobile engine will start when it is turned on. If the engine fails to start, the customer’s expectations will not have been met and the customer will perceive the quality of the car as poor. Deming defined quality as a predictable degree of uniformity and dependability, at low cost and suited to the market. Juran defined it as fitness for use. The key dimensions of quality as follows.
• Performance: Primary operating characteristics of a product such as signal coverage, audio quality, display quality etc.
• Features: Secondary characteristics, added features, such as calculators, and alarm clock features in hand phone
• Conformance: Meeting specifications or industry standards, workmanship of the degree to which a product’s design or operating characteristics match preestablished standards
• Reliability: The probability of a product’s failing within t a specified period of time
• Durability: It is a measure of product’s life having both economic and technical dimension
• Services: Resolution of problem and complaints, ease of repair
• Response: Human to human interface, such as the courtesy of the dealer
• Aesthetics: Sensory characteristics such exterior finish
• Reputations: Past performance and other intangibles, such as being ranked first.
More and more managers are confronting to meet the challenges to fulfill the specific requirements of customers. In order to improve quality and productivity, they are implementing programs like total quality management and reengineering programs that require extensive employee involvement.