GSCM 301 FINAL BYU
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1. 8 quality dimentions: Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perception
2. performance: Does the product do what you want it to do?
3. features: Does the product possess the features you are looking for?
4. reliability: Does the product consistently perform as it is supposed to over time?
5. conformance: Does the product conform to design specifications?
6. durability: How long will the product perform or last, and under what conditions?
7. serviceability: Is the product relatively easy to maintain and repair?
8. aesthetics: Does the product look, sound, taste, or smell the way it should?
9. perception: For any dimension that cannot be observed directly, does the product seem like a high-quality
product?
10. 5 dimensions of service quality: reliability, tangibles, responsiveness, assurance, empathy
11. reliability: How dependably can the service provider provide promised service?
12. tangibility: How pleasing is the appearance of the physical facilities, equipment, personnel, and communica-
tion materials?
13. responsiveness: How willing, able, and promptly is the service provider to help you?
14. assurance: How knowledgeable and courteous are the service employees and how well do they convey trust
and confidence?
15. empathy: How well does the service provider provide caring, individualized attention to its customers?
16. ISO 9000 standards: Customer focused
Leadership
Involvement on people
Process approach
System approach to management
Continuous improvement
1/4
Study online at https://quizlet.com/_hjuljl
1. 8 quality dimentions: Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perception
2. performance: Does the product do what you want it to do?
3. features: Does the product possess the features you are looking for?
4. reliability: Does the product consistently perform as it is supposed to over time?
5. conformance: Does the product conform to design specifications?
6. durability: How long will the product perform or last, and under what conditions?
7. serviceability: Is the product relatively easy to maintain and repair?
8. aesthetics: Does the product look, sound, taste, or smell the way it should?
9. perception: For any dimension that cannot be observed directly, does the product seem like a high-quality
product?
10. 5 dimensions of service quality: reliability, tangibles, responsiveness, assurance, empathy
11. reliability: How dependably can the service provider provide promised service?
12. tangibility: How pleasing is the appearance of the physical facilities, equipment, personnel, and communica-
tion materials?
13. responsiveness: How willing, able, and promptly is the service provider to help you?
14. assurance: How knowledgeable and courteous are the service employees and how well do they convey trust
and confidence?
15. empathy: How well does the service provider provide caring, individualized attention to its customers?
16. ISO 9000 standards: Customer focused
Leadership
Involvement on people
Process approach
System approach to management
Continuous improvement
1/4
