What are the" Dimensions of Quality"-- in Total Quality Management?

Eight dimensions of product quality management can be used at a strategic level to analyze quality characteristics. The concept was defined by David Garvin. Some of the dimensions are mutually reinforcing, whereas others are not—improvement in one may be at the expense of others. Understanding the trade-offs desired by customers among these dimensions can help build a competitive advantage. Garvin's eight dimensions can be summarized as follows: 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. Features: Features are additional characteristics that enhance the appeal of the product or service to the user. 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. Conformance: Conformance is the precision with which the product or service meets the specified standards. 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. This happens when the repair rate and the associated costs increase significantly. 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 behavior of the serviceperson. Aesthetics: Aesthetics is the subjective dimension indicating the kind of response a user has to a product. It represents the individual’s personal preference. Perceived Quality: Perceived Quality is the quality attributed to a good or service based on indirect measures.

Thanks Krishna !

That is a widespread dimension ruled under the continual improvement principle !

* Conformance to specifications

* Performance

* Reliability

* Features

* Durability

* Serviceability

* Consistency

* Responsiveness to customer needs

* Courtesy

* Promptness

* Atmosphere

Thank you Mr. Krishna about your invitation ,,,, For me I will speak about quality in the terms of its concept in the implementation of civil engineering projects, which can be summarized by saying (take actions and completed the project under the terms and conditions that had been contracted and the cost and the time limit and this is the main objective of the project management tasks Conclusion

Thanks for the invitation

Very good question

Agreed with both answers given by

Mr.:Jetley & Mr.: Kooli as well too

Agree with The8 points mentioned by Mr. Jetley.

Dimensions of quality are well explained by all experts.

It is very clear from the above discussion that TQM without involving integrity, ethics and trust would be a great remiss, in fact it would be incomplete. Training is the key by which the organization creates a TQM environment. Leadership and teamwork go hand in hand. Lack of communication between departments, supervisors and employees create a burden on the whole TQM process. Last but not the least, recognition should be given to people who contributed to the overall completed task. Hence, lead by example, train employees to provide a quality product, create an environment where there is no fear to share knowledge, and give credit where credit is due is the motto of a successful TQM organization.

Performance

Features

Reliability

Conformance

Durability

Serviceability

Aesthetics

Perceived Quality

Quality has not specific dimensions, quality is a concept which should be applied at all levels, all dimensions, and all functions

Agreed with answer given by Mr.Jetley

May be the most important ones are:

* Conformance to specifications

* Reliability

* Durability

* Serviceability

* Consistency

* Responsiveness to customer needs

* Promptness

TQM is based on the following dimensions :

1) Philosophy & Quality Consciousness across all sections & individuals of the Organization.

2) Top Management's Commitment and Resources for Quality.

3)  Stress on Continuous improvement in all aspects of Organizational activity - Product, Deliverables, Services, Internal Processes, Systems & Procedures.

4) Target of achieving Just in Time Inventory Control and Zero Defect (<0.0009).