1 / 4

THE RANGE OF QUALITY

THE RANGE OF QUALITY. The Eight Dimensions of Product Quality. Reference: David A Garvin, “Competing on the Eight Dimensions of Quality”, Harvard Business Review , November-December 1987, pp. 101-109. The Seven Dimensions of Service Quality.

lee
Télécharger la présentation

THE RANGE OF QUALITY

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. THE RANGE OF QUALITY

  2. The Eight Dimensions of Product Quality Reference: David A Garvin, “Competing on the Eight Dimensions of Quality”, Harvard Business Review, November-December 1987, pp. 101-109.

  3. The Seven Dimensions of Service Quality Reference:Operations Management, authored by Roberta S. Russell and Bernard W. Taylor III, and published by Prentice Hall.

  4. Strategic Implications of the Eight Dimensions of Quality • Pursue a selective quality niche. To distinguish your product or service from those of your competitors, use some but not all of the dimensions of quality. (It is unwise and often impossible to pursue excellence in all dimensions.) • Conduct market research to determine which of the dimensions of quality are most important to your customers. Do not introduce or persist with dimensions of quality that are unimportant to your customers.

More Related