Dimensions of Quality

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Across
  1. 3. These are the characteristics of the product that are used to supplement its basic functioning
  2. 5. The process of ensuring that the product meets its established standard
  3. 9. A concept developed by David A Garvin in the late 1980's who proposed that there were eight distinctive ____________________________________
  4. 10. 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
  5. 11. This measures the extent to which the product's design and operating characteristics adhere to the established standard
  6. 15. 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
  7. 16. 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
  8. 17. The extent to which a product meets the expectation/desire of the customer
  9. 19. 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
  10. 20. A systematic method of production used to reduce wastage of resources by using few resources as possible in making the product
  11. 21. 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
Down
  1. 1. The process whereby firms subcontract some of their operations to independent suppliers of services
  2. 2. This dimension is based on how the product looks, feels, sounds, tastes or smells based on consumer judgements and preferences
  3. 4. A Japanese concept of continuous improvement based on the approach that improvements should be made on a small and gradual basis
  4. 6. This organisation was established in 1947 with a mandate to publish international standards relating to businesses worldwide
  5. 7. An intangible or tangible item offered for sale
  6. 8. Products that are free of faults and they adhere to standard
  7. 12. This is where the consumer has insufficient information about the product and what comes to mind the first time the product is seen
  8. 13. This dimension deals with the primary operating characteristics of the product and how well the product does what it was created for
  9. 14. A management philosophy which ensures standard is maintained in all areas of the organisation in order to meet consumers' expectations
  10. 18. Groups of lower-level workers who meet regularly to analyse and critically review the design and production of a product