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Durability
Durability tells how long a product lasts, i.e. its life span before
replacement.
Serviceability
Serviceability is the ease of getting repairs, the speed of repairs, and
the courtesy and competence of the repairperson.
Aesthetics
Aesthetics tells how a product looks, feels, sounds, smells or tastes.
Safety
Safety refers to assurance that the customer will not suffer injury or
harm from the product.
Other Perceptions
Other perceptions include the subjective perceptions based on brand
name, advertising and the like.
Consistency
Consistency answers, Is the same level of service provided to
each customer each time? Another example could be is your
newspaper delivered on time every morning?
Accessibility and Convenience
Accessibility and convenience answers, How easy it is to
obtain the service? For example, when you call BPL Mobile,
does the service representative answer quickly?
Accuracy
Is the service performed right every time? Is your bank or
credit card statement correct every month?
Responsiveness
How well the company reacts to unusual situations, which can
happen frequently in a service company.
TQM
Total - made up of the whole
Quality - degree of excellence a product or service
provides
Management - act, art or manner of planning,
controlling, directing,.
Therefore, TQM is the art of managing the whole
to achieve excellence.