SCO 3001 Exam 8 Questions With 100% Verified
Answers!!
What is quality?
The consistent ability of a product or service to meet or exceed customer satisfaction.
• Quality can only be determined by the customer!
• Performance-Expectations=Quality
Product Dimensions of Quality:
• Performance: main characteristics of the product
• Aesthetics: look, feel, smell, taste
• Special Features: extra characteristics
• Reliability: consistency of performance
• Perceived Quality: indirect valuation of quality (reputation)
• Serviceability: handling of complaints or repairs
• Durability: useful life of the product
• Conformance: how well the product matches design specs
Performance:
main characteristics of the product
Aesthetics:
look, feel, smell, taste
Special Features:
extra characteristics
Reliability:
consistency of performance
Perceived Quality:
indirect valuation of quality (reputation)
,Serviceability:
handling of complaints or repairs
Durability:
useful life of the product
Conformance:
how well the product matches design specs
Service Dimensions of Quality:
• Tangibles: physical appearance of facilities, equipment, and personnel
• Reliability: the ability of the service firm to perform dependably and accurately without errors
• Responsiveness: willingness to perform prompt and helpful service
• Assurance: knowledge exhibited by employees and the ability to convey trust and confidence
• Empathy: caring individualized service
• Time: speed with which service is rendered
• Convenience: availability and accessibility of the service
Tangibles:
physical appearance of facilities, equipment, and personnel
Reliability:
the ability of the service firm to perform dependably and accurately without errors
Responsiveness:
willingness to perform prompt and helpful service
Assurance:
knowledge exhibited by employees and the ability to convey trust and confidence
Empathy:
caring individualized service
, Time:
speed with which service is rendered
Convenience:
availability and accessibility of the service
Measuring Quality:
• Analyze measureable characteristics to ensure you are meeting customer requirements
• Service is not measureable and is industry specific
Determinants of Quality:
• Quality of Design: determined before a product is produced by a cross-functional product
design team. Determined through market research, the design concepts, and specifications
• Quality of Conformance: producing a product to meet the specifications. If it meets
specifications then it is a quality good.
• Service: warranty and repair
• Ease of Use: are customers able to use the product without further learning?
• Availability: Uptime/Uptime+Downtime
Quality of Design:
determined before a product is produced by a cross-functional product design team. Determined
through market research, the design concepts, and specifications
Quality of Conformance:
producing a product to meet the specifications. If it meets specifications then it is a quality good.
Service:
warranty and repair
Ease of Use:
are customers able to use the product without further learning?
Availability:
Answers!!
What is quality?
The consistent ability of a product or service to meet or exceed customer satisfaction.
• Quality can only be determined by the customer!
• Performance-Expectations=Quality
Product Dimensions of Quality:
• Performance: main characteristics of the product
• Aesthetics: look, feel, smell, taste
• Special Features: extra characteristics
• Reliability: consistency of performance
• Perceived Quality: indirect valuation of quality (reputation)
• Serviceability: handling of complaints or repairs
• Durability: useful life of the product
• Conformance: how well the product matches design specs
Performance:
main characteristics of the product
Aesthetics:
look, feel, smell, taste
Special Features:
extra characteristics
Reliability:
consistency of performance
Perceived Quality:
indirect valuation of quality (reputation)
,Serviceability:
handling of complaints or repairs
Durability:
useful life of the product
Conformance:
how well the product matches design specs
Service Dimensions of Quality:
• Tangibles: physical appearance of facilities, equipment, and personnel
• Reliability: the ability of the service firm to perform dependably and accurately without errors
• Responsiveness: willingness to perform prompt and helpful service
• Assurance: knowledge exhibited by employees and the ability to convey trust and confidence
• Empathy: caring individualized service
• Time: speed with which service is rendered
• Convenience: availability and accessibility of the service
Tangibles:
physical appearance of facilities, equipment, and personnel
Reliability:
the ability of the service firm to perform dependably and accurately without errors
Responsiveness:
willingness to perform prompt and helpful service
Assurance:
knowledge exhibited by employees and the ability to convey trust and confidence
Empathy:
caring individualized service
, Time:
speed with which service is rendered
Convenience:
availability and accessibility of the service
Measuring Quality:
• Analyze measureable characteristics to ensure you are meeting customer requirements
• Service is not measureable and is industry specific
Determinants of Quality:
• Quality of Design: determined before a product is produced by a cross-functional product
design team. Determined through market research, the design concepts, and specifications
• Quality of Conformance: producing a product to meet the specifications. If it meets
specifications then it is a quality good.
• Service: warranty and repair
• Ease of Use: are customers able to use the product without further learning?
• Availability: Uptime/Uptime+Downtime
Quality of Design:
determined before a product is produced by a cross-functional product design team. Determined
through market research, the design concepts, and specifications
Quality of Conformance:
producing a product to meet the specifications. If it meets specifications then it is a quality good.
Service:
warranty and repair
Ease of Use:
are customers able to use the product without further learning?
Availability:
