Tuesday, 19 July 2011

Topic 1: Quality Dimensions

Assalamualaikum and a very good day fellows readers. How do u like the new look? Better for the eye eh? =D

As I have mentioned before in the previous post, quality dimension have two types; product and services. So today we're gonna discuss what is the Quality Dimensions (QD). Before that, do you still remember the importance of QD? QD will determine the Quality-ness (quality level) of the product or services. The more / better QD satisfied, the high the level of Quality.


  1. Performance: e.g; How fast can a car be? maximum torque?
  2. Features: e.g; This bungalow have an underground parking space.
  3. Conformance: e.g; The specification for the laptop screen is 14.1". If it is 14.1" or within tolerance, it is accepted.
  4. Reliability: e.g; It is written here the battery could last 2 hours. Its been exactly 2 hours and 10 minutes since I used them.
  5. Durability: e.g; The new G-Shock watch is high durable! It is waterproof.
  6. Serviceability: e.g; PROTON cars are very easy to be serviced either in PROTON - approved workshop or a normal workshop would do. Their spare part is easy to be found.
  7. Aesthetics: e.g; one of the great qualities of Iphone is the sleek Apple logo behind it.
  8. Perceived Quality: Customer expectation of the product. e.g; Everyone would agree that NIKE is a quality brand.

  1. Responsiveness: How fast can a waiter notice a new customer came in and service him/her to the table?
  2. Assurance: A good way to ensure the food in a restaurant is clean and healthy is by checking its HALAL certificate and DBKL level of cleanliness (A,B,C & D).
  3. Tangibles: The food served is exactly as the pictures in the menu.
  4. Empathy: Some people are allergic to seafood. Confirming whether its okay to have seafood in the food is a good example.
  5. Reliability: Pizza hut is a good example where the food ordered have a time limit to be delivered. If they failed to comply, a certain consolation will be given.

As I have shown above, there are a few similarities in the dimensions but in overall, product and service have different quality dimensions. Therefore, to boost up your quality level, product or service, just make sure you understood, apply and comply to the QDs.

That's all for now! Hope you have fun learning. Next entry would be a case study on these QDs. =D

Thank You for your time. ^_^


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