1 Dimensions of quality
Before we consider
quality control, let us see what quality means. 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. (See Figure 6.1 for Dimensions of quality)
1. Quality of Design: A product is designed keeping in view of 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 / trained so that the purpose for which the
product was made is realised by the customer in total, thus enhancing his
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.
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