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Production and Operations Management
Notes can be made at the supermarket or vegetable store prior to purchase. Consumers can touch or
feel goods at a more subjective level. But in both cases, the assessment of quality relates to the
finished product. This involves inward looking product-led approach. The product-attributed
approach focuses on eight elements: Performance, Features, Reliability, Conformance, Durability,
Serviceability, Aesthetics and Perceived Quality.
Figure 3.3: Product Attributed Approach
Starts with Company
Company describes what a
product represents
Company develops product
based on its definition
Decreased likelihood of
satisfying customers
Long term misleading of
market price
3.3.2 Consumer Oriented Approach
This approach may also be termed as user-based approach. This approach starts from the premise
that quality “lies in the eyes of the beholder”. It is, therefore, more appropriate to adopt a consumer-
oriented approach, which recognizes that the holistic process of service delivery has to be
controlled by taking into consideration the expectations and attitudes of service clients. Goods
that satisfy customer preferences best are believed to have high quality. The major problem
with customer-oriented approach is the equating of quality with maximum satisfaction.
Figure 3.4: Consumer Oriented Approach
Starts with Consumer
Company describes
what a product represents
Company develops
product based on its
definition
Decreased likelihood of
satisfying customers
Long term competitive
edged in the market price
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