Definition quality
(p. 3)
Quality of a product/process/service refers to the degree to which the product/process/service is able to satisfy needs
stated needs
implied need
Quality is the degree to which a product/process/service is conforming to its requirements.
Descirbe the two dimensions of needs that need to be satisfied by the product/process/service (definition of quality)
(p. 4)
stated needs = declared / explicit needs
ones are the (objective) technical specifications
e.g., products’ specifications)
implied needs = implicit / subjective needs
customer’s expectations
Name the diffrent Quality dimensions
Offered Quality (Qo)
Expected Quality (Qe)
Perceived Quality (Qp)
Describe the following Quality dimensions
(p. 5)
Def.: Quality assured by an organization through its design/manufacturing/commercial system.
It is the Quality of the product/service/entity with which an organization supplies the market, evaluated from the organization’s technical and objective point of view.
(p. 6)
Def.: Customer’s (subjective) evaluation, based on a reference model that compares different products/services/entities and it is subject to the marketing pressure of all competitors.
Generally, it is based on EX-ANTE evaluations
i.e., before using the product/service/entity
Qe is dynamic, as it generally changes over time
e.g., expectations of a mobile phone
(p. 7)
Def.: It is the sum of attributes that the customer (subjectively) perceives when he/she judges and chooses a new product/service/entity, according to its Quality.
These attributes are not necessarily real data
e.g., German car components are not always more solid and reliable than Italian ones
Qp is based on EX-POST evaluations
i.e., after using or examining the product/service/entity
Last changed9 months ago