SMU MBA ASSIGNMENTS

Answer:-  Explain the four dimensions of quality

Quality is inherent in the product or service that is rendered to the customer. Since we are attempting to measure the same, we will look into those aspects of quality, called dimensions of quality.

1. Quality of design – A product is designed keeping in view the customers’ requirement. For designing a product, the manufacturer or service provider should be aware of the specifications of different features required to incorporate in the product. Some of the features to be known for designing a product include – material, dimensions, and characteristics. The quality of the product is introduced by the design of these features. Inspection of the manufacturing processes is of utmost importance in ensuring quality of performance.
2. Conformance to design – Conformance to design is the degree to which the manufactured product or delivered service meets the parameters that have been incorporated in the design. It verifies that the variability in the process is within acceptable limits so as not to compromise the functionalities that the designer wanted.
3. Utilisation conditions – Utilisation conditions refer to the necessity of the customer being informed or trained so that, the purpose for which the product was made is realised by the customer in total, thus enhancing the customer’s satisfaction. Instructions, manuals, help-lines, and on-site training by the manufacturers’ personnel improve the perception of quality.
4. After sales service – There are so many reasons why products do not function to the expected levels. It may be improper use, unexpected or additional demands, improper assembly or even manufacturing defects.

There is a need to rectify these and make products or services perform up to the expected standard. The firm should put in place a system by which these possibilities are anticipated and attended to give customer satisfaction. This is an important, but often neglected dimension of quality.