Characteristics of Quality

Product Characteristics (Westcott 2013)

  • Performance
  • Reasonable Price
  • Durability
  • Available
  • Serviceability
  • Ease of Use
  • Simplicity of Design
  • Safe
  • Reliable
  • Maintainable
  • Aesthetics
  • Ease of Disposal

Service Characteristics (Westcott 2013)

  • Responsiveness
  • Reliable
  • Competence
  • Accuracy
  • Courtesy
  • Credibility
  • Security
  • Understanding the Customer
  • Completeness
  • Communication
  • Available
  • Safe
  • Access
  • Timeliness

Freedom from Deficiencies (Gryna 2007)

  • Product free from defects and errors at delivery, during use, and during servicing
  • All processes free of rework loops, redundancy and other waste
  • Service free of errors during original and future service transactions
Effects are that features commonly have a positive effect on sales but also can increase costs due to increased design quality. Freedom from deficiencies usually decrease cost.

References

  • Gryna, Chua, et al (2007), Juran's Quality Planning and Analysis, 5th Edition.
  • Westcott (2013), The Certified Manager of Quality/Organizational Excellence Handbook, 4th Edition. ASQ Press.