From the course: Operations Management Foundations
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The dimensions of quality
From the course: Operations Management Foundations
The dimensions of quality
- Products and services are obviously different. Products are tangible. They can be inventoried for later sale, and in many cases some levels of quality can be accurately measured. Services, on the other hand, well they're different. Let's take a massage as our example. It must be delivered on the spot. There is no inventory of massages. If the spa is busy, you'll have to wait. And measuring the quality of the massage is difficult. It depends on your physical needs your customer service expectations and perhaps the environment. As companies strive to create quality products and services managers need to be aware of the different ways customers evaluate quality. In operations, we often use the dimensions of quality to help in the development of new products and services, and also in the manufacturing of those products and service experiences. Let's begin with the dimensions of quality for products. When you watch a car…
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