Question

Qs 1) Refer to the Quality Management Slides on “Dimensions of Quality for Products”, “Dimensions of Quality for Services". Add 2 additional dimensions (requirements) that customers expect in Products today. Add 2 additional dimensions that customers expect in services today. Give justification for each dimension that you are suggesting/adding. (10 marks)

Answer 1

2 dimensions that customers expect in their products concerning the quality management today are as follows:

1. Product's Features:The first thing talks about is the features associated with the product. For example you have the option of buying either a samsung phone or an apple Iphone. You would compare the two on the basis of features offered bh both of the product. Where samsung has good storage capacity and good screen, iphone offers quality camera and extensive protection of data. Thus, customers expect various features with your product.

2. Product's Durability: Another dimension talks about how durable or long lasting your product is. Many customers want to have a durability of the product longer while paying more prices to the same. For example, continuing the same case mentioned above, Apple Iphone would cost more than Samsung Galaxy Phone. Although, the durability of an Iphone is also more than Samsung as Apple ensure that the product is long lasting and works effectively for years. Thus, customers expect longer durability with your product.

2 dimensions that customers expect in the services today concerning the quality management are as follows:

1: Service Responsiveness: This talks about the willingness to help the customers by providing promt services to them. Many organisations like Amazon or Google have a better service responsiveness than any other company because of the associated benefits of customer's engagement and wider attraction of the customer with it.

2. Empathy: Also, apart from the responsiveness, customers also expect your services to be empathetic. Your service that you are providing the customer should be caring, having good communication platforms, understanding the needs of the customer and personal as well as individual attention given to the customers so they could feel they are being given importance to in the organisation and thus prefer your services more than anyone else's.