Total Quality Management Question#1 Essay Example | Topics and Well Written Essays - 2000 words

Total Quality Management perplexity1 - Essay Example(Course book 1.3)There are several dimensions to identify what customers want for the products and serves. David A Garvin (1984) suggests that there are 7 dimensions of quality which are performance, features, reli susceptibility, conformance, durability, serviceability and aesthetics (Garvin, 1984). Performance factor a products primary operating characteristics, for example, the characteristics of an automobile would be acceleration, braking distance, steering and handling. Features is the bells and whistles of a product, for example, a car may aim power options, a tape or CD deck, antilock brakes, and power seats. Reliability means the probability of a products surviving over a specified period of time under tell conditions of use, for example, a cars ability to start on a cold winter morning and frequency of failures are reliability factors. conformance means the degree to which physical and performance characteristics of a product match with the pre-established standards, for example, a cars fit, finishing and license from noises and squeaks can reflect this dimension. Durability means the hail of use one gets from a product onward it physically deteriorates or until replacement is preferable, for example, a car with corrosion resistance and the long wear of upholstery fabric. serviceability means the speed, courtesy, and competence of repair work, for example, the concerns on access to spare parts, the number of miles between major nourishment services, and the expense of service for an automobile owner. Aesthetics means how a product looks, feels, sounds, tastes, or smells, for example, a cars color, agent panel design, control placement, and feel of the road may make it aesthetically pleasing (Evans & Lindsay 2005, p163)For Billing surgical incision of a major copiers company, Company A (Co A), in Hong Kong, its primary responsibility is to provide fast, accurate and unaccented to understa nd invoices to external customers who in turn use them to process their payment. The meaning of Fast for Co. A means invoices must be sent out after one week of the report meter narration cutoff date, under our normal process. Accurate means the amount of invoices billed to customers must be justly calculated using the meter reading reported from customers under service agreement. Not only the amount of invoices must be correct, but also the customers nurture such as customers name, billing addresses, installation addresses, incidental numbers and models of equipments, billing period and invoice due date etc., must be correctly stated on the invoices for customers to review. However, only accuracy in calculation is not a good quality service from a customers perspective. The ease of understanding of invoices is also defined as quality for Co. A. If the invoices are not lento to understand or read, customers may confuse or take lots of time to read them which causes anesthetise or dissatisfaction to customers. Understandable means the invoice must be accurately reflecting the actual amount charges, and antithetical types of charges shown must be distinguishable and the layout is in a readable format for customers with sufficient information that customers required. The information like last meter readings, the current meter readings , current months meter usage, the unit