The multiple dimensions of the quality of a product and service are given below.
• Performance : the quality of the product or service always depends on the performance. If the performance improves the quality of the product or service is also improved.
• Features are the specifications of the product or service to analyze the basic performance.
• Reliability is the process of giving consistent performance in the product or service.
• Durability is the duration of the working level of product without failure.
• Serviceability is the process of repairing a product. The product can be easily repaired if serviceability level is high.
• Perceived quality is based on the opinion of the customer about product or service.
• Empathy is the important factor for service quality.
These factors are needed to improve the quality of the product or service.
Thus, the multidimensions of the quality are discussed.
Cost of quality refers to the cost that is utilized by an organization to further modify its product or services, after its production. Cost of quality increases with amount of rework.
Examples for cost of quality:
• Redesigning a manufactured tool.
• Modifying a bank statement.
• Retesting of a circuit assembly, etc.
Quality of a product is based on the cost of quality. Poor quality products hold higher cost of quality as it requires more rework and modification. Contrary to it, best quality products require less cost of quality.
Hence, a company should emphasis on its product quality. Otherwise, they would require higher investment on redesigning or modifying the product. This would increase the total operational cost of the company and decrese its profitability.
Perception of different employees might vary according to their designation and work profile. Consider the example of two employees viz. Mr. X who works in the designing sector and Mr. Y who is the superior of Mr. X in marketing sector.
Mr. X's view:
On designing sector, quality is based on the attributes and features of a product. Therefore, whenever a customer demands for a quality product, Mr. X concentrates on improving its attributes and features.
Mr. Y's view:
In the marketing sector, satisfaction of customer and marginal profit are the major aspects. Mr. Y attracts the customer by fixing a reasonable price for that quality product.
Thus, people with different designations perceive different meanings for customer satisfaction as elaborated above.