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Definitions and dimensions of quality

Short answer

Quality is defined as fitness for use (Juran), conformance to requirements (Crosby), and meeting customer expectations. Garvin's eight dimensions: performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality.

Define quality as given by different authors. Explain the dimensions of quality of a product.

Quality has no single definition; it is seen differently by customer, designer and producer. Some commonly quoted definitions:

  • Juran: "fitness for use" - the product satisfies the user's needs.
  • Crosby: "conformance to requirements" - quality is free, and the standard is zero defects.
  • Deming: "a predictable degree of uniformity and dependability at low cost, suited to the market."
  • Feigenbaum: the total composite of product and service characteristics of marketing, engineering, manufacture and maintenance that meet the customer's expectations.
  • ISO 9000: the degree to which a set of inherent characteristics fulfils requirements.
  • Taguchi: the loss imparted to society after the product is shipped.

Dimensions of product quality (Garvin)

  1. Performance: primary operating characteristics (e.g. top speed, power).
  2. Features: secondary characteristics that add to basic function.
  3. Reliability: probability of failure-free operation over time.
  4. Conformance: match with design specification and standards.
  5. Durability: useful life before replacement.
  6. Serviceability: ease, speed and cost of repair.
  7. Aesthetics: look, feel, sound, taste.
  8. Perceived quality: reputation and image of the brand.

For a motorcycle: performance = pick-up and mileage, reliability = no breakdown in the first year, serviceability = easy availability of spare parts and service centres.

✓ Answer checked by Claude Opus 5.5 (high effort)

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