Page 95 - DMGT206_PRODUCTION_AND_OPERATIONS_MANAGEMENT

Production and Operations Management

Notes Table 5.2: Dimensions of Quality and Conformance Quality

Dimensions Description Measures
Product (Stereo Service (Jet Airline)
Amplifier)
Performance It is the primary operating Noise to Signal Ratio, Check-in; System reliability;
characteristics that determine how well Power Baggage handling; On-time
the product performs the intended record, Safety record
function.
Features These are qualities that appeal to the Remote Control; Customer-contact areas;
customer. Automatic Balance; Lounges; Reservations; City
Microphone check-in; Through Check-in
Durability The time before the product needs Useful life
replacement or has to be repaired. This
quality attribute implies product
performance under adverse conditions.
Reliability Expected period of fault free service. Mean time to failure Punctuality; Delay handling;
The quality associated with a product
often increases with the customer’s
experience of the dependability of the
product.
Serviceability Convenience and cost of repairs that is Modular Design, Availability of airline staff;
related to the ease in resolving Service Centers Responsiveness to individual
customer complaints needs
Aesthetics A product’s appearance, feel, sound, Streamlined Aircraft cleaning; Staff who are
taste, or smell reflects its aesthetics. Appearance; Range of attentive and ready to help;
Aesthetics are hard to define; it is bright colors,
customer specific and sometimes attractive controls Polite staff
situation specific.
Consistency The attributes associated with a product Conformance with Ticketing
(Conformance) should be internally consistent. standards; Matching
with documentation
Uniformity Degree of variations among different Standard Appearance
products of the same type. Specifications

Safety This is an attribute of quality that Toxicity of materials Maintenance; Age of Aircraft;
measures the likelihood of harm from a used, Level of ISO 9000
good or service, its impact on health insulation, Power
and the environment System Controls
Timeliness The timeliness for providing the product Off-the-shelf On-time performance
or service. Some products are availability in Stores
perishable, i.e., the quality declines
over time. Vegetables fall into this
category.
Customer Treatment received by the customer Ease and cost Sales; Being treated as an
Service relating to the product before, during, associated with individual;
and after completion of the sales servicing a product
transaction. after the sale has Approachable warm and
been made. friendly staff;
Pleasant on-flight Service.
Compatibility The ability to configure the product with Use with CDs, DVDs, Connectivity
standard or existing interfaces, MP3, etc.
peripherals or other attachments.
Environmental This attribute has both societal aspects Biodegradable
Friendly and is individual specific. The materials (firms must
requirements for being considered an now focus on how a
environmentally friendly product are product is disposed of
becoming more stringent. after its useful life)

Performance quality is the most easy to define and customer service is the most difficult to
define, both these are crucial components to the long-term survival of most organizations.

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