dimensions of q final

7/31/2019 Dimensions of Q FINAL

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PRODUCTvs.

SERVICE


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QUALITY DIMENSIONS:

Each customer contact is called a moment of

truth.

You have the ability to eithersatisfy or

dissatisfy them when you contact them.

A service recoveryis satisfying a previouslydissatisfied customer and making them a loyal

customer.


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KanoCustomerNeedModel

Dissatisfiers Those needs that are EXPECTED in a productor service. These are generally not stated bycustomers but are assumed as given. If they

are not present, the customer is dissatisfied.

Satisfiers Needs that customers SAY THEY WANT.Fulfilling these needs creates satisfaction.

Exciters /Delighters

New or Innovative features that customers DONOT EXPECT. The presence of suchunexpected features leads to highperceptions of quality.


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Garvins 9Dimensions

ofProductQuality

Performance

Features

Conformance

Aesthetics

Reliability

Durability

Serviceability

Perception

Safety


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DIMENSIONS OF PRODUCT QUALITY

1. PERFORMANCE

the products primary operating characteristics(the products main function)


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2. FEATURES

the bells and whistles of the product(the add-ons of a given product)


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4. CONFORMANCE

the degree to which physical & performancecharacteristics of a product match pre-

established standards


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5. DURABILITY

the amount of use one gets from a productbefore it physically deteriorates


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6. SERVICEABILITY

the ability to repair a product quicklyand easily


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7. AESTHETICS

refers to how a product looks, feels, sounds,tastes or smells (putting flavors in a product)


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8. PERCEIVED QUALITY

subjective assessment resulting from image,advertising or brand names


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9. SAFETY

freedom from injury or harm


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Garvins 9Dimensions

ofServiceQuality

Time

Timeliness

Completeness

Courtesy

Consistency

Accessibility

Accuracy

Responsiveness

Tangibles


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DIMENSIONS OF SERVICE QUALITY

1. TIME

refers to the acceptable time acustomer can wait


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2. TIMELINESS

the ability of the provider to performthe service as promised


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3. COMPLETENESS

the ability of the provider to fullyissue out services as declared


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4. COURTESY

frontline staff gets to greet andwelcome customer cheerfully


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5. CONSISTENCY

services are delivered in the samefashion for every customer and everytime for the same customer


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6. ACCESIBILITY

the service is easy to obtain


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7. ACCURACY

service is performed rightthe first time


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8. RESPONSIVENESS

service personnel react quickly andresolve unexpected problems


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9. TANGIBLES

the physical facilities that theservice provider offers


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PRODUCT QUALITY vs. SERVICE QUALITY

1) Services requires a higherdegree of customization; while inmanufacturing the goal isuniformity.


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2) Output of service systems isintangible while manufacturingproduces tangible

visible products.


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3) For products, quality is assessed

against design specs while in servicequality is measured againstcustomers expectations


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4) Defective products/goods areeasily replaced; poor service canonly be followed up by apologies


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5) Services are produced and consumedsimultaneously; while products are

produced prior consumption.

Services cannot be stored, inventoried or

inspected prior to delivery as manufacturedgoods are.


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6) Customers are often involved in

the service process whereasmanufacturing is performed awayfrom the customer.


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7) are generally labor intensivewhereas manufacturing is morecapital intensive.


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END

dimensions of q final

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