What are the different dimensions of quality?
I propose 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.
Some of these are always mutually reinforcing; some are not..
What are the determinants of quality?
The study′s main findings are that the predominantly satisfying determinants are attentiveness, responsiveness, care and friendliness; and the dissatisfiers are integrity, reliability, responsiveness, availability and functionality.
What are the seven key principles of quality?
The seven quality management principles are:Customer focus.Leadership.Engagement of people.Process approach.Improvement.Evidence-based decision making.Relationship management.
What are the 8 principles of TQM?
The 8 universal principles of quality managementPrinciple 1: Customer focus.Principle 2: Leadership.Principle 3: People involvement.Principle 4: Process approach.Principle 5: Systematic approach to management.Principle 6: Continual improvement.Principle 7: Factual Approach to Decision Making.Principle 8: Mutually Beneficial Supplier Relations.
What are principles of TQM?
While there is not a single agreed-upon approach, the most common TQM definition includes the following eight principles.Customer focus. … Total employee commitment. … Process approach. … Integrated system. … Strategic and systematic approach. … Continual improvement. … Fact-based decision-making. … Communications.
What are the 10 determinants of service quality?
In this model, the ten dimensions of service quality (reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the consumer, and tangibles) have been reduced to five (tangibles, assurance, responsiveness, reliability, and empathy) dimensions.