Category Archives: Quality Management


Serviceability Serviceability is concerned with how readily a product can be repaired and the speed, competence, and courtesy associated with that repair. This dimension of quality i sometimes overlooked in the design stage. For example. Chevrolet in the 1970s designed a car in which one of the spark plugs could not be removed without pulling out. the entire engine. The speed of the repair is also important. in


Conformance A product's conformance to design specifications is primarily process oriented, in that it reflects how well the product and its individual components meet the established standards.


Durability The durability dimension of quality relates to the expected operational life of a product. In some instances. as with a light bulb, the filament eventually burns out and the entire product must be replaced. III other cases, such as with an automobile. the consumer must evaluate the trade-off between replacing the product entirely versus pending money on repairs for the existing one.


Reliability The reliability of a product relates to the probability that the product will fail within a specified time. Reliability is often measured as the mean time between failures  or the failure rate per unit of time or other measure of usage. High product reliability is important in such products as airplanes, computers, and copying machines. Stratus Computers. for example. has successfully carved out a


Features Features are the bells and whistles" that are offered with a product. While features are not the primary operating characteristics of a product, they may, nonetheless, be very important to the customer. For example, a moon roof and stereo system may be the deciding factors for a new car buyer while a specific type of refrigerator may appeal to a customer because it offers an icemaker and water dispens


Performance Performance is a measure of a product's primary operating characteristics. Since performance usually can be measured in specific quantitative terms, a product's performance characteristics are often compared and ranked with those of the competition. With an automobile. for example. performance characteristics would include how fast it can accelerate from 0 to 60 mph and its fuel efficiency in terms

Quality in Goods

Quality in Goods. David Garvin has identified eight different quality dimensions, with respect to goods, on which a company can compete: (a) performance. (b) features, (c) reliability, (d) durability (e) conformance, (f) serviceability, (g) aesthetics, and (h) perceived quality.

Defining Quality

Defining Quality For many years following World War 11.quality was viewed primarily and fen five function rather than as a competitive weapon for use in developing new mark t. and increasing mark sheet share. In this role. the on quality control (QC) reducing the number of customer complain  A a re ult, there was a heavy reliance on inspection ( orating the good from the bad rather than on prevention. Identify

Genichi Taguchi

Genichi Taguchi Genichi Taguchi has contributed importantly to both the refinement of quality ran emergent philosophy and the development of quality tools. Taguchi takes an engineering' ran eh to design quality, focusing on the design of experiments to improve both the ~Mendelian per performance quality of products. He emphasizes the minimization of variation. which all 0 the cornerstone of his philosophical a

Philip Crosby

Philip Crosby Unlike Deming and Juran, both of whom were trained initially as statisticians. Crosby was educated as an engineer and began his career in manufacturing. After working for several large companies, primarily in quality-related positions. he founded his own “Quality College” in Florida in 1979. Crosby’s philosophy, which is similar in some respects to Deming’s. states that any