Quality 1+ Term Quality is often used to signify excellence of a product or service.

Other definitions : Fitness for purpose Conformance to requirements Grade Degree of preference. Degree of excellence Measurement of fulfillment of promises. In terms of product characteristics: Total product characteristics of engineering , manufacturing , marketing & maintenance thru which the product & services in use meet the expectation of the customers. ---Feiganbaum
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Quality characteristics

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Quality characteristics can be defined as :

Quality characteristics

Technological e.g. Length Diameter Frequency Viscosity etc

Psychological (Sensory) taste., odour Beauty etc

Time oriented Reliability, Maintainability etc

Contractual Guarantee Safety etc

Ethical Honesty Integrity etc

These may be 1. Directly measurable e.g. weight, shear strength, specific gravity, length diameter etc 2 Non measurable e.g. rejection due to flaws, cracks, breakages etc contd
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Quality characteristics: contd

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For each quality characteristic, there is a sequence of activities as shown in the following figure:
Design Specification

Use

Process Engineering Any Quality Characteristics Purchase

Sales

Inspection Operation

Instrumentation

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Dimensions of Quality

Key dimensions of quality: Conformance- Meeting consumers specifications Performance-Primary product functions i.e quality of voice received(Mobile, phone, radio) Features- Added (Secondary) functions i.e recording system in TV Durability-Lifetime of the product which includes repairs Reliability-Probability of a product performing its intended duty under stated conditions w/o failure for a given period of time. Service-Ease of repairs. Response-Human interface, e.g. courtesy of servive personnel while registering complaints &/or while repairing at customers site Reputation-Customers perception about the product which can be understood from a market research survey. Aesthetics-External finish given to a product to attract