---
title: "Definitions and dimensions of quality"
subject: "Industrial Engineering and Management"
chapter: 8
key: "semester_6/industrial_engineering_and_management:definitions-and-dimensions-of-quality"
source: https://www.bctengineer.com/q/semester_6/industrial_engineering_and_management/definitions-and-dimensions-of-quality
site: BCT Engineering
---

# Definitions and dimensions of quality

Industrial Engineering and Management · Chapter 8: Quality Management

- Asked in: year not given, 5 marks
- Video: [Garvin's Quality Dimensions](https://www.youtube.com/watch?v=asdZLfG4s-U) — Laura McHarrie
- Answer checked by Claude Opus 5.5 (high effort) on 2026-10-14
- Page: https://www.bctengineer.com/q/semester_6/industrial_engineering_and_management/definitions-and-dimensions-of-quality
- Whole chapter: https://www.bctengineer.com/md/semester_6/industrial_engineering_and_management/chapter-8

## Question

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

## 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.

## Answer

**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.

## Check yourself

The answer's key points as multiple-choice questions, with the correct option and why.

1. Which author defined quality as 'fitness for use'?
   A. Crosby
   B. Juran
   C. Deming
   D. Taguchi
   Answer: B. Juran: fitness for use. Crosby: conformance to requirements. (Key point: Juran)

2. What is Crosby's view?
   A. Loss to society after shipment
   B. Predictable uniformity at low cost
   C. Conformance to requirements, with zero defects as the standard
   D. Degree to which inherent characteristics fulfil requirements
   Answer: C. Crosby: conformance to requirements; quality is free; zero defects. (Key point: Crosby)

3. How did Taguchi define quality?
   A. The loss imparted to society after the product is shipped
   B. Fitness for use
   C. Conformance to requirements
   D. Brand image
   Answer: A. Taguchi's definition is loss to society after shipment. (Key point: Taguchi)

4. In Garvin's dimensions, what does reliability mean?
   A. Ease and cost of repair
   B. Probability of failure-free operation over time
   C. Useful life before replacement
   D. Look and feel
   Answer: B. Reliability is failure-free operation; serviceability is ease of repair and durability is life. (Key point: Garvin dimensions)

## Related in other subjects

- [Formal technical review; Garvin’s quality dimensions](https://www.bctengineer.com/question.md?key=semester_5%2Fsoftware_engineering%3Aftr-garvin) — Software Engineering, chapter 9
- [Quality; cost of quality; assuring quality](https://www.bctengineer.com/question.md?key=semester_7%2Fproject_engineering%3Aquality-cost-of-quality-assured) — Project Engineering, chapter 4
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- [Stability definitions and swing equation from dynamics](https://www.bctengineer.com/question.md?key=semester_5%2Fpower_system_analysis_ii%3Astability-define-swing-from-dynamics) — Power System Analysis II, chapter 6