Managing and Improving Quality - Tutorial Questions and
Answers of Week 1
This document is based on the tutorials of the course Managing & Improving Quality.
This document has been established in the academic year of 2021 -2022.
The following tutorial answers will be uploaded weekly.
Please leave a rating/review!
Overview week 1
Tutorial 1: Discussions on basic concepts ............................................................................... 2
Tutorial 2: Discussion on Quality Management Tools and Techniques………………...….6
1
, Tutorial 1: Discussions on basic concepts
Wednesday, 6 April 2022 11:00
Questions
1. Briefly discuss the eight dimensions of quality. Does this improve our understanding
of quality?
2. Select a specific product or service and discuss how the eight dimensions of quality
impact its overall acceptance by consumers.
3. What are the internal customers of a business? Why are they important from a quality
perspective?
4. What is meant by the cost of quality?
5. Discuss the statement “Quality is the responsibility of the quality department.”
6. Explain why it is necessary to consider variability around the mean or nominal
dimension as a measure of quality.
7. How would quality be defined in the following organization?
• Health-care facility, hygiene, treatment, waiting time, responsiveness,
professionalism, features --> response time,
• Grocery store, queue (waiting time)
1. Briefly discuss the eight dimensions of quality. Does this improve our understanding
of quality? 2. Select a specific product or service and discuss how the eight dimensions
of quality impact its overall acceptance by customers (marked in italics). In class, we
discussed a television.
(Garvin, 1987) provides eight components or dimensions of quality
1. Performance: defined by attributes, and promises benefits. The performance of a TV
is deifned by resolution, speed, energy conservation, curve
2. Reliability: consistent performance, a minimum standard performance. The reliability
of a TV is defined by the standard performance promised within the expected
durability of the tv.
3. Durability: strongly related to reliability. It indicates the useful life of the product
The durability of a TV is defined by the hours/years a television can last
2
Answers of Week 1
This document is based on the tutorials of the course Managing & Improving Quality.
This document has been established in the academic year of 2021 -2022.
The following tutorial answers will be uploaded weekly.
Please leave a rating/review!
Overview week 1
Tutorial 1: Discussions on basic concepts ............................................................................... 2
Tutorial 2: Discussion on Quality Management Tools and Techniques………………...….6
1
, Tutorial 1: Discussions on basic concepts
Wednesday, 6 April 2022 11:00
Questions
1. Briefly discuss the eight dimensions of quality. Does this improve our understanding
of quality?
2. Select a specific product or service and discuss how the eight dimensions of quality
impact its overall acceptance by consumers.
3. What are the internal customers of a business? Why are they important from a quality
perspective?
4. What is meant by the cost of quality?
5. Discuss the statement “Quality is the responsibility of the quality department.”
6. Explain why it is necessary to consider variability around the mean or nominal
dimension as a measure of quality.
7. How would quality be defined in the following organization?
• Health-care facility, hygiene, treatment, waiting time, responsiveness,
professionalism, features --> response time,
• Grocery store, queue (waiting time)
1. Briefly discuss the eight dimensions of quality. Does this improve our understanding
of quality? 2. Select a specific product or service and discuss how the eight dimensions
of quality impact its overall acceptance by customers (marked in italics). In class, we
discussed a television.
(Garvin, 1987) provides eight components or dimensions of quality
1. Performance: defined by attributes, and promises benefits. The performance of a TV
is deifned by resolution, speed, energy conservation, curve
2. Reliability: consistent performance, a minimum standard performance. The reliability
of a TV is defined by the standard performance promised within the expected
durability of the tv.
3. Durability: strongly related to reliability. It indicates the useful life of the product
The durability of a TV is defined by the hours/years a television can last
2
