Dimensions of Product Quality
The Mean Time to Failure of a Computer Monitor
What is RELIABILITY?
Ability to talk to a customer service rep at your bank to resolve an issue?
What is RESPONSIVENESS?
Expected requirements that cause dissatisfaction if not present
What are DISSATISFIERS?
How easy is is to repair your table saw
What is SERVICEABILITY?
Cleanliness of the dining area at your local McD's
What are TANGIBLES?
A group brainstorming activity using Post-It Notes to categorize ideas
What is an AFFINITY Diagram?
Your Internet Download speed
What is PERFORMACE?
Correctness of your online bank account
What is RELIABILITY?
A model used to examine the differences between customer expectations and the actual delivery of a service
What is a GAP analysis?