Dimensions of Quality

12345678910111213141516171819
Across
  1. 5. This dimension deals with the primary operating characteristics of the product and how well the product does what it was created for
  2. 9. A Japanese concept of continuous improvement based on the approach that improvements should be made on a small and gradual basis
  3. 11. The process whereby firms subcontract some of their operations to independent suppliers of services
  4. 14. Quality This is where the consumer has insufficient information about the product and what comes to mind the first time the product is seen
  5. 15. The amount of use the consumer gets from the product before it starts to deteriorate or a measure of the expected lifespan of a product
  6. 17. This measures the speed, courtesy, capability and ease of repair of the product when it breaks down. This can be in the form of warranties, replacement items, refunds and more
  7. 18. Production A systematic method of production used to reduce wastage of resources by using few resources as possible in making the product
  8. 19. Control The process of ensuring that the product meets its established standard
Down
  1. 1. These are the characteristics of the product that are used to supplement its basic functioning
  2. 2. and Development This involves steps taken by the firm to improve their product or the way in which it is made in order to improve quality and satisfy their consumers
  3. 3. This measures the extent to which the product's design and operating characteristics adhere to the established standard
  4. 4. Defects Products that are free of faults and they adhere to standard
  5. 6. Quality Management A management philosophy which ensures standard is maintained in all areas of the organisation in order to meet consumers' expectations
  6. 7. An intangible or tangible item offered for sale
  7. 8. This dimension is based on how the product looks, feels, sounds, tastes or smells based on consumer judgements and preferences
  8. 10. Organization for Standardization This organisation was established in 1947 with a mandate to publish international standards relating to businesses worldwide
  9. 12. This refers to how constant the product does what it is supposed to do. It measures the average time of the first failure; the average time between failures; and the failure rate per unit produced
  10. 13. The process whereby a firm identifies the practices of another firm and implements it to improve its own product as another method for improving quality
  11. 16. of Quality A concept developed by David A Garvin in the late 1980's who proposed that there were eight distinctive ____________________________________