8.1 Eight Quality Dimensions of Products

Which of the following is the first step of W. Edward Deming's PDCA cycle?

Plan

Dimension Conformance

Questions to Assess Quality of Product Does the product conform to design specifications?

Dimension Reliability

Questions to Assess Quality of Product Does the product consistently perform as it is supposed to over time?

Dimension Performance

Questions to Assess Quality of Product Does the product do what you want it to do?

Dimension Aesthetics

Questions to Assess Quality of Product Does the product look, sound, taste, or smell the way it should?

Dimension Features

Questions to Assess Quality of Product Does the product possess the features you are looking for?

Dimension Perception

Questions to Assess Quality of Product For any dimension that cannot be observed directly, does the product seem like a high-quality product?

Dimension Durability

Questions to Assess Quality of Product How long will the product perform or last, and under what conditions?

Dimension Serviceability

Questions to Assess Quality of Product Is the product relatively easy to maintain and repair?

Which "Quality of Service" dimension would you be assessing when asking the question, "How dependably can the service provider provide promised service?"

Reliability

A control chart that measures variables measures what?

Characteristics that can be measured on a continuum of value like weight and volume

What is the process capability ratio (Cp)?

Compares acceptable tolerances (normally set by engineers) with the process' actual variation so you can assess the process' ability to achieve required quality levels

To improve the process capability ratio, you may need to find a supplier that operates a better or different process that can produce to your quality requirements. This is called?

Outsource

Which "Quality of Product" dimension would you be assessing when asking the question, "For any dimension that cannot be observed directly, does the product seem like a high-quality product?"

Perception

Which "Quality of Product" dimension would you be assessing when asking the question, "Is the product relatively easy to maintain and repair?"

Serviceability

Which "Quality of Service" dimension would you be assessing when asking the question, "How pleasing is the appearance of the physical facilities, equipment, personnel, and communication materials?"

Tangibles

The International Organization for Standardization (ISO) built its quality certification ISO 9000 on which core principles?

Total Quality Management (TQM)