Quality : Dimensions

Quality can be measured with the dimensions, which are

1. Performance – Primary operation characteristics of a product.
2. Feature – Secondary characteristics, added feature.
3. Conformance – Meeting specification or industry standards.
4. Reliability – The probability of products failing within a specified period of time.
5. Durability – It is a measure of products life having both economic and technical dimensions.
6. Service – Resolution of problem and complaints ease of repair.
7. Response – Human to human interface.
8. Aesthetics – Sensory characteristics.
9. Reputation – Past performance and other intangibles.

These dimensions are independent. Therefore product can be excellent in one dimension and average (or) poor in another. Rarely very few products excel in all nine dimension.