Page 69 - DMGT206_PRODUCTION_AND_OPERATIONS_MANAGEMENT

Production and Operations Management

Notes must be both designed into the product and the post-sale service system. This is especially
important for consumer durables. ECIL, perhaps, has not been able to convey that it has an
adequate service organization for the televisions it manufactures.
7. Aesthetics: A product’s appearance, feel, sound, taste, or smell reflects its aesthetics.
Aesthetics are hard to define; it is customer specific and sometimes situation specific.
What is aesthetically pleasing to one individual may be considered ugly by another.
8. Attribute Consistency: The attributes associated with a product should be internally
consistent. It would make little sense to build a Maruti 800 with airfoils, or a biodegradable
cigarette filter. Products with inconsistent combinations of features aren’t likely to match
the needs of their buyers.
To a certain degree, the functionality and the quality overlap. Products with excellent designs
will excel in attributes that matter. These in turn increase the functionality of the product.

Definition of Quality

Concepts of what constitutes quality have changed over the last decade. Traditional definitions
focused on conformance to standards. Such definitions were based on the customer’s perception
of quality. The new definition of quality that has emerged focuses on achieving value entitlement.
Quality is a state in which value entitlement is realized for the customer and provider in every
aspect of the business relationship.

Did u know? What is Value?
‘Value’ represents economic worth, practical utility and availability for both the customer
and the company that creates the product or service.
This definition accepts the fact that the quality of products or services rarely consist of a single
element. ‘Value entitlement’ means:
1. For the customer – a rightful level of expectation to buy high-quality products at the
lowest possible cost.
2. For the provider – a rightful level of expectation to produce quality products at the highest
possible profits.
Self Assessment

Fill in the blanks:
1. A product’s appearance, feel, sound, taste, or smell reflects its ……………… .
2. ……………… is an attribute of quality that measures the likelihood of harm from goods
or service.
3. Quality is a state in which ……………… entitlement is realized for the customer and
provider in every aspect of the business relationship.
4. ……………… attribute relates to the ease and cost associated with servicing a product after
the sale has been made.

5. The quality attribute that implies product performance under adverse conditions is
……………… .

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