What is quality?
Meeting or exceeding customers expectations.
Garvin’s 8 Dimensions of Product Quality:
1) Performance - operating characteristics - how fast does a car go? mpg? 2) Functionality - supplemental attributes - not necessary, but nice. Movies on a plane, stereo/gps in car 3) Durability - how long does it last - 4) Reliability - will this product work when you want it to - will your car start on a cold day 5) Conformance - does it reach specs? - is the gas at the right octane? 6) Serviceability - how easy is it to maintain and service a product - 7) Aesthetics - how does it look? - is it sexy? is it alluring? 8) Perceived Quality - does the customer think it is nice? - Company reputation. “I’m a Ford guy”
- Consistancy: If I go to other locations or if I go to multiple times, or on different days of the week, are they the same. Think McDonald’s. Has to be the same everywhere.
- Courtesy: Think Chick-Fil-A’s “My Pleasure”
- Convenience/Availability: Think banks not being available outside 8-4.
- Communication: Is the customer kept up to date?
- Timeliness: Can you be fast to my needs? Are you quick?
- Trustworthiness: Can I trust you? do you bill me for only the right things?
- Security: Do I feel safe? Do I feel risks?
Costs of Quality:
Making sure every part is working the same
Preventing defects from occuing
- Quality Improvements
- Quality Department
Internal Failure Costs
External Failure Costs
How much a thing varies.
A measure of change in a variable.
Differences between items.
- Random Causes
- Inherent in the process
- Special Causes
- Can be identified
- Can be corrected
Variation in terms of random causes can be attributed to a normal distribution.