By: David Garvin


  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

Six Sigma

8 Rules for Quality Management

Customer's Perspective of Quality

Total Quality Management (TQM)

Deming's 14 Point Plan for TQM

Edward Deming Quotes

14 TQM Slogans at Pentel, Japan

New Product Development

Critical Milestones