This document discusses quality management and defines quality as meeting or exceeding customer expectations. It outlines eight dimensions of product and service quality as defined by David Garvin: performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. Each dimension is then defined, with performance referring to operating characteristics, features being additional appealing characteristics, reliability being the likelihood of failure, and so on. The document provides definitions and descriptions of each of the eight quality dimensions.

1. Quality management
and Material
planning
Production and Operations
Management
UNIT - 5

2. What is QUALITY?
– Quality is also defined as excellence in the
product or service that fulfills or exceeds
the expectations of the customer.
– the quality of product or service is a
customer’s perception of the degree to
which the product or service meets his or
her expectation.

3. Definition
– Quality is defined as, the sum total
features of a product which influences its
ability to satisfy a given demand.
– Inspection: Verification of conformance of
goods or services to the design
specification.

4. DIMENSIONS
OF PRODUCT
& SERVICE
QUALITY

5. 8 DIMENSIONS OF
PRODUCT QUALITY
Eight dimensions can be used at a strategic
level to analyse quality characteristics.
The concept was defined by David Garvin.

6. 8 DIMENSIONS
– Performance
– Features
– Reliability
– Conformance
– Durability
– Serviceability
– Aesthetics
– Perceived Quality

7. PERFORMANCE
Performance refers to a product's primary
operating characteristics. This dimension of
quality involves measurable attributes; brands
can usually be ranked objectively on
individual aspects of performance.

8. FEATURES
Features are additional characteristics that
enhance the appeal of the product or
service to the user.

9. RELIABILITY
Reliability is the likelihood that a product
will not fail within a specific time period.
This is a key element for users who need
the product to work without fail.

10. CONFORMANCE
Conformance is the precision with
which the product or service meets
the specified standards.

11. DURABILITY
Durability measures the length of a product’s life.
When the product can be repaired, estimating
durability is more complicated. The item will be used
until it is no longer economical to operate it.

12. SERVICEABILITY
Serviceability is the speed with which the product
can be put into service when it breaks down, as
well as the competence and the behaviour of the
serviceperson.

13. AESTHETICS
Aesthetics is the human perception of
beauty, including sight, sound, smell,
touch, taste, and movement

14. PERCEIVED
QUALITY
Perceived Quality is the quality
attributed to a good or service based
on indirect measures.

15. THANK YOU