What are two dimensions that help in defining the quality of a product of quality?

Garvin proposes eight critical dimensions or categories of quality that can serve as a framework for strategic analysis: Performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality.

1. Performance

Performance refers to a product's primary operating characteristics. For an automobile, performance would include traits like acceleration, handling, cruising speed, and comfort. Because this dimension of quality involves measurable attributes, brands can usually be ranked objectively on individual aspects of performance. Overall performance rankings, however, are more difficult to develop, especially when they involve benefits that not every customer needs.

2. Features

Features are usually the secondary aspects of performance, the "bells and whistles" of products and services, those characteristics that supplement their basic functioning. The line separating primary performance characteristics from secondary features is often difficult to draw. What is crucial is that features involve objective and measurable attributes; objective individual needs, not prejudices, affect their translation into quality differences.

3. Reliability

This dimension reflects the probability of a product malfunctioning or failing within a specified time period. Among the most common measures of reliability are the mean time to first failure, the mean time between failures, and the failure rate per unit time. Because these measures require a product to be in use for a specified period, they are more relevant to durable goods than to products or services that are consumed instantly.

4. Conformance

Conformance is the degree to which a product's design and operating characteristics meet established standards. The two most common measures of failure in conformance are defect rates in the factory and, once a product is in the hands of the customer, the incidence of service calls. These measures neglect other deviations from standard, like misspelled labels or shoddy construction, that do not lead to service or repair.

5. Durability

A measure of product life, durability has both economic and technical dimensions. Technically, durability can be defined as the amount of use one gets from a product before it deteriorates. Alternatively, it may be defined as the amount of use one gets from a product before it breaks down and replacement is preferable to continued repair.

6. Serviceability

Serviceability is the speed, courtesy, competence, and ease of repair. Consumers are concerned not only about a product breaking down but also about the time before service is restored, the timeliness with which service appointments are kept, the nature of dealings with service personnel, and the frequency with which service calls or repairs fail to correct outstanding problems. In those cases where problems are not immediately resolved and complaints are filed, a company's complaints handling procedures are also likely to affect customers' ultimate evaluation of product and service quality.

7. Aesthetics

Aesthetics is a subjective dimension of quality. How a product looks, feels, sounds, tastes, or smells is a matter of personal judgement and a reflection of individual preference. On this dimension of quality it may be difficult to please everyone.

8. Perceived Quality

Consumers do not always have complete information about a product's or service's attributes; indirect measures may be their only basis for comparing brands. A product's durability for example can seldom be observed directly; it must usually be inferred from various tangible and intangible aspects of the product. In such circumstances, images, advertising, and brand names - inferences about quality rather than the reality itself - can be critical.

References

  • Garvin, David .A., "Competing on the Eight Dimensions of Quality", Harvard Business Review, November-December 1987

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What are two dimensions that help in defining the quality of a product of quality?
 
What are two dimensions that help in defining the quality of a product of quality?
 
What are two dimensions that help in defining the quality of a product of quality?
 
What are two dimensions that help in defining the quality of a product of quality?
 
What are two dimensions that help in defining the quality of a product of quality?
 
What are two dimensions that help in defining the quality of a product of quality?
 
What are two dimensions that help in defining the quality of a product of quality?

Developing and delivering the best quality products and services is the goal of any product manager worth their salt. And it is high-quality products that lead to sustainable growth and provide value over time. In contrast, poor products are likely to cost customers.

Driving this sustainable growth that is vital for businesses to succeed in the long run ultimately comes down to quality.

But, how can we measure quality? How much should we invest in quality improvement? And what do we even mean by ‘quality’ – Are there objective criteria we can follow?

Why is assessing product quality important?

Before you even design or deploy a product, it’s essential to research the market and study all aspects in great detail.

You need to be sure demand exists at the considered price point and that the product you create will meet customer needs and expectations. This should all come before committing to the product or service and the expensive product marketing costs that follow.

With this information, you can drill down into what really matters to this customer. What features are they looking for, at what stage will they be using the product, and who is the target audience? This information should drive much of the development and decision-making for the product. By being aware of this, you can create a perfectly matched product for your audience.

To start thinking about quality strategically, you must begin at the start of the product life cycle, at the concept phase. Periodically after that, you should re-evaluate at every upgrade plan so the whole team is completely clear about the quality aspects you seek to fulfill and succeed within the market.

What are the five dimensions of product quality?

Having a set framework defined ahead of time will allow you to measure the product against each point a reminder and reinforcement of the top priorities. Breaking down the meaning behind ‘quality’ for each product will make each stage more manageable and easier to progress with.

While each organization will have different ideas of quality and what this means to their product, some dimensions are particularly important for all.

So, let’s dive in.

1. Reliability

Reliability focuses on how a product (or service) can be relied upon to perform consistently according to specifications and customer expectations.

A product must be reliable for it to be continuously widely used.

As a general rule, the more costly and damaging the effects of malfunction, downtime, and maintenance, the more critical reliability is to consumers. Nevertheless, if an app constantly ‘hangs,’ it is likely to gain a damaging reputation for unreliability, even if there is a quick and straightforward fix.

2. Usability

What are two dimensions that help in defining the quality of a product of quality?
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Above all, a product must be easy to use and accessible for the target audience. The product must perform in a way that allows the user to achieve their objectives and complete the relevant tasks.

For software, this could refer to an exceptionally elegant, easy-to-use, and intuitive interface (UI.)

After the initial usability of the software has been incorporated into the planning process, it then comes down to the individual aspects of performance. Companies are often ranked objectively on these and how well the product performs at each turn.

The more usable and adaptable a product is, the more likely it is for high customer satisfaction. This promotes loyalty and limits the number of times customers need to contact for support or become stuck in the process. Later down the line, this could potentially prevent users from opting for this software as it’s not efficient.

As new software changes come around, as they always do, the product must remain updated so it has optimum usability and can stand the test of time. It should be adaptable to change.

3. Functionality

Each product should serve a purpose and have a set of functions or capabilities that fulfill the target consumer’s needs.

For some, functionality and the breadth of features integrated into the software are a mark of quality and make the product stand out in a crowded marketplace.

Although, this can cause a tendency to add even more features to the software in development just because you can. But, in these cases, the product can become ‘bloated’ and confusing. Ensuring that the developed features add value to your customers is most important.

To improve functionality, create a list of requirements relevant to your software product that solve current issues or aspects that will benefit your audience. This way, you can stay focused on the features that matter most.

Will these features be needed or of benefit to the user? It would help if you kept this question in mind throughout your design process.

4. Maintainability

This refers to a product that can be durable yet can be restored or repaired to a good condition within a short period of time. This promotes loyalty from the target audience and users as they understand the product has been designed with excellent durability, but it can be amended as and when needed.

A software product will rely significantly on its adaptability to changing customer expectations and many external variables, such as web browsers and operating systems that are constantly evolving.

Software products must be monitored and adapted to ensure they remain in step with the technical environment on which they depend and interact. The software needs to be regularly tested against external variables to maintain product quality. It’s crucial to consider if upgrades can be completed efficiently while being reliable and economical to all involved? 

5. Efficiency

What are two dimensions that help in defining the quality of a product of quality?
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Each software product must be able to be used in the way intended, with ease. Any friction or bugs can put a user off, with efficiency being a high priority for many. 

This quality factor often comes down to the source code and the product’s architecture – database, servers, etc. Making sure these are all working at optimal speeds can increase usage.

With the whole world at a click of a button, users expect software to load up almost instantly so they can continue with their objectives. Any lagging or slow response times can be frustrating.

While ensuring this quality dimension from the start is possible, it can also be monitored and measured throughout each step – even after launch. And the data gathered within this can be extremely valuable for improving the product.

Bringing it all together

These five dimensions of quality provide a robust, multi-faceted framework for companies to evaluate their products and explore opportunities for competitive advantage.

While it’s unnecessary to pursue all dimensions at once, using a framework can help ensure you take a more rounded and inclusive approach to your products and the market. It also alleviates any problems or missed opportunities early on. 

Most importantly, put yourself in your customers’ shoes and think carefully about their needs and preferences.

Gaining full transparency

Craft.io is an all-in-one product management tool that will help you assess product quality, create product roadmaps, and allow for complete transparency with product data.

With real-time performance feedback, many of the quality dimensions, such as performance, serviceability, and reliability, can be assessed through Craft.io. 

With Craft.io, you can connect strategy to user story and provide additional context to help stakeholders understand the rationale behind decisions.

What are the dimensions of a product quality?

The eight product quality dimensions are: performance, features, reliability, conformance, durability, serviceability, aesthetics and perceived quality.

What are the two dimensions that define the quality of a product or service quizlet?

Defined in two dimensions: market perceived quality and performance quality. Consumer perception of a product's quality often has more to do with market perceived quality than performance quality.

What are the dimensions of quality give examples?

dimensions areare: performance, features, reliability, conformance, durability, serviceability, aesthetics and perceived quality. Garvin said a product or service can rank high on one dimension of quality and low on another.

What defines the quality of a product?

What is product quality? Product quality refers to how well a product satisfies customer needs, serves its purpose and meets industry standards. When evaluating product quality, businesses consider several key factors, including whether a product solves a problem, works efficiently or suits customers' purposes.