Quality is fitness for use/purpose. (Juran) Word Quality is derived from a Latin word Qualis which means what kind of. Quality is conformation to
specifications. Quality cannot always be measured/quantified.
9 Dimensions
1) Performance
2) Features
3) Conformance
4) Reliability
5) Durability
6) Service
7) Response to Customer
8) Aesthetics of product
9) Reputation of dealer/manufacturer
11 Quality benefits
1) Higher customer satisfaction
2) Reliable products/services
3) Better efficiency of operations
4) More productivity/profit
5) Better morale of work force
6) Less wastage costs
7) Less inspection costs
8) Improved process
9) More market share
10) Spread of happiness/prosperity
11) Better quality of life
9 Poor quality effects
1) Low customer satisfaction
2) Low productivity/sales/profit
3) Low morale of workforce
4) More re-work/material/labour costs
5) High inspection costs
6) Delay in shipping
7) High repair costs
8) Higher inventory costs
9) Greater waste of material
