Customer Value:

Customer's Perception of Quality

New Product Development (NPD)

Product Quality: 8 Dimensions

1. Performance – operating characteristics (speed, comfort, ease of use, and so on); for multiple performance features, the relative importance of each

2. Features – extras, add-ons, or gimmicks that enable a customer to somewhat customize a product

3. Reliability – the likelihood that the product will perform as expected and not malfunction within a given time period

4. Conformance – the degree to which the product satisfies or conforms to pre-established standards

5. Durability – the length of time, or extent of use, before the product deteriorates and must be replaced; durability is a function of the product's operating environment and reliability

6. Serviceability – the speed, ease, and convenience of getting or making maintenance work or repairs and the courtesy and competency of service people

7. Aesthetic – the look, sound, smell, feel, or taste of the product based on personal taste; though subjective, some aesthetic judgments tend to be common

8. → Perceived → Value – subjective opinions about the product based on images or attitudes formed by advertising and/or the reputation of the producer

Quality Management