Differing Perspective on Quality Management Essay Paper

Differing Perspective on Quality
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Differing Perspective on Quality
Product Quality Dimensions and Service Quality Dimensions
Quality dimensions projected towards products, in this case, tangible goods, and services differ significantly. Product quality dimensions are defined from value-based, manufacturing-based, user-based, product-based, and transcendent perspectives. Each one of these provides a different definition and will offer the audience a greater comprehension of what defines a great product. The definitions are the foundation upon which product quality definitions are formulated.
Product quality dimensions include performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. The performance of a product is predicated on its efficiency. Features are the attributes that support the product’s performance. If the product performs consistently, then it is said to be reliable. The conformance aspect of a product relates to factors such as durability, size, speed, and capacity. Confirmation is linked to the product’s specifications. The durability of a product “is the degree to which a product tolerates stress or trauma without failing” (Foster, 2007). Serviceability aligns with the product’s ability to be repaired with minimal strenuous circumstances as well as cheaply. Aesthetics refer to the smell, look, sound, feel, and taste of the product thereof whereas the perceived quality will be derived from the customer’s opinion.
On the other hand, defining service quality dimensions is much more challenging than the case for products (goods) because services possess diversity in their quality attributes. In this regard, service quality dimensions will relate to tangibility, reliability, responsiveness, assurance, and empathy. Tangibles confine to “the physical appearance of the service quality, the equipment, the personnel, and the communication materials” (Foster, 2007, p. 6). The service provider has to meet expectations relative to their dependability and accuracy, which is linked to service reliability. When it comes to responsiveness, the service provider has to be prompt in offering their services when needed. Assurance hinges on the employees’ knowledge and courtesy and transmitting it in the sense of inspiring trust and confidence. Empathy towards service consumers from the service providers is vital. These dimensions differentiate services from products significantly.
Four Functional Perspectives on Quality
The perception that is directed towards quality is dependent on the functional role that organizations. This element can be ascribed to the difference that exists between artists and scientists in processing information. The arousing difference in perspectives is laid upon their functional differences. Similarly, employees conduct different roles in the organization. An organic view of the enterprise will relay the sight of “the whole as the sum of different parts uniting to achieve an end” (p.7). In this case, quality management can be placed under the same light highlighting various perspectives of several different functions.
First, there is a supp...