The 10 determinants of quality are key factors that influence the overall quality of a product, service, or process. These determinants help organizations understand the various aspects contributing to customer satisfaction and overall success.
10 Determinants of Quality:
- Performance: This refers to the product's primary function and how well it performs its intended task. For example, a car's performance can be measured by its acceleration, fuel efficiency, and handling.
- Features: These are additional functionalities or characteristics that enhance the product's value. For example, a smartphone might have features like a fingerprint sensor, a high-resolution camera, and a fast processor.
- Reliability: This refers to the product's consistency in performance over time. For example, a reliable car should start every time and not require frequent repairs.
- Durability: This refers to the product's lifespan and its ability to withstand wear and tear. For example, a durable watch should be able to withstand scratches and bumps.
- Conformance: This refers to the product's adherence to specifications and standards. For example, a medical device should meet strict safety and efficacy standards.
- Aesthetics: This refers to the product's visual appeal and overall design. For example, a stylish handbag might attract more customers than a plain one.
- Serviceability: This refers to the ease of repairing or maintaining the product. For example, a car with easily accessible components is more serviceable than one with complex wiring.
- Perceived Quality: This refers to the customer's perception of the product's quality based on factors like brand reputation, price, and packaging. For example, a product with a premium brand name might be perceived as higher quality than one with a generic label.
- Value: This refers to the product's overall worth compared to its price. For example, a product that provides excellent performance and features at a reasonable price offers good value.
- Safety: This refers to the product's ability to prevent harm to users and the environment. For example, a car with safety features like airbags and anti-lock brakes is considered safer than one without them.
By focusing on these determinants, organizations can ensure that they are delivering high-quality products and services that meet customer needs and expectations.
