Engineer's Zone

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.

Quality is a relative term. It is generally used with reference to the end use of the product. Quality can be defined as the fitness for use (or) purpose at the most economical level.

Quality has been defined in various ways and some of the important definitions of quality are given below

• By Crossby – Quality is conformance to requirement.
• By Deming – Quality is a predictable degree of uniformity and dependability, at low cost and suited to the market.
• By Feigenbaum – Quality is in its essence, a way of managing the organisation.
• By Hoshin – Quality is correcting and preventing loss, not living with loss.
• By Juran – Quality is fitness for use.
• By Taguchi – Quality is the (minimum) loss imparted by a product to society from the time the product is shipped.
• By ISO – Quality is the totality of characteristics of an entity that bear on its ability to satisfy stated and implied need.

Quality can be quantified which is as follows: