Convenience

The Meaning of Quality
The American Society for Quality defines
quality
as the totality of features and char-
acteristics of a product or service that bear on its ability to satisfy stated or implied
needs.
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Quality has several different attributes. Table 15.2 lists eight basic dimensions
that determine the quality of a particular product or service. For example, a product
that has durability and is reliable is of higher quality than a product with less durability
and reliability.
Quality is also relative. For example, a Lexus is a higher-grade car than a Toyota. The
difference in quality stems from differences in design and other features. The Toyota,
however, is still considered a high-quality car relative to its engineering specifications
and price. Quality is relevant for both products and services. Although its importance
for products like cars and computers was perhaps recognized first, service firms ranging
from airlines to restaurants have also come to see that quality is a vitally important
quality
The totality of
features and
characteristics of a
product or service
that bear on its ability
to satisfy stated or
implied needs
Chapter 15:
Managing Operations, Quality, and Productivity
4 7 3
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determinant of their success or failure. Service quality, as we will discuss later in this
chapter, has thus also become a major competitive issue in U.S. industry today.
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