1. Ma. Angela Quirog Operations Management & TQM
3BSAIS-4 September 24, 2022
Assignment#2 Questions
2.1. How does the consumer’s perspective of quality differ from the producer’s?
▪ A consumer's perception of quality differs from a producer. Consumers
consider product fitness for use, which indicates that a product should
perform as expected. Producers feel that a good product has good
conformance, which indicates that it is created and manufactured
according to requirements.
2.2. Briefly describe the dimensions of quality that a customer looks for in a
product, and apply them to a specific product.
▪ Performance, features, dependability, compliance, durability,
serviceability, aesthetics, and perceived quality are eight important
characteristics or categories of quality that Garvin presents as a
framework for strategic analysis.
2.3. How does quality of design differ from quality of conformance?
▪ There is sometimes only one specified restriction, and the other is
irrelevant. For example, the aim for waiting time in a line is 0 and the
maximum level is, say, 15 minutes, which is the upper specification limit.
There is no lower specification limit in this case. A greater specification
limit should not be misunderstood: just because it is higher than the
nominal value does not mean it is better. It's the absolute distance between
the nominal value and the specified limit that matters.
2.4. Define the two major categories of cost of quality and how they relate to each
other.
▪ Instead, the term "cost of quality" refers to all costs paid to prevent
product faults, as well as expenditures paid as a result of product flaws.
Within the definition of cost of quality, there are two basic groups. Cost of
Conformance and Cost of Non-Conformance are the two types of costs.
2. 2.5. What is the difference between internal and external failure costs?
▪ Internal failure costs are the costs associated with problems discovered
before the product or service is delivered to the consumer. External failure
costs are the costs associated with faults discovered after the product or
service has been delivered to the consumer.
