Quality Measurement Research Assignment Paper

Quality Measurement
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Quality Measurement
Measuring quality is an essential practice to determine if products meet the purposes they were designed to do. In order for the quality of service or product to be measured, relevant information has to be collected and analyzed. An example of a system used to ensure quality procedures in an organization is ISO 9000 standardization (Carmona & Sieh, 2004). Organizations implement various standards to assess the quality of service or product that they offer to consumers. While there may be general guidelines for measuring the quality of the service and products, different metrics are applied to the specific products and services. For services, there are measurement metrics that are applicable. According to Rodrigues (2013), the popular metrics for measuring the quality of services are SERVPERF and SERVQUAL. Therefore, these metrics can be applied in the measurement of quality of automobile repair and telephone service.
Telephone Service
There are a number of aspects that can be measured to determine the quality of telephone service. It can be measured on four dimensions that include conformance, availability, design, and field service (Evans, 2016). In regards to conformance, the clarity and speed of connection are examined. The number of complaints can also be counted and examined in this dimension. As for availability, measurement can be done through examining the mean time to repair (MTTR), and the time between repair requests (MTBF) (Mahadevan, 2010). The quality of the designed can be assessed through the features and the number of options offered by the telephone service. Finally, in regards to field service, measurement can be done through the evaluating the installation speed of the ...