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OP MA

LESSON 3

QuestionAnswer
A degree or level of excellence Quality (Oxford American Dictionary)
The totality of features and characteristics that satisfy needs without deficiencies Quality (American Society)
(Customer's Perspective) how well product or service does what it is supposed to Fitness for use
(Customer's Perspective) designing quality characteristics into a product or service Quality of design
(Product) Basic operating characteristics of a product Performance
(Product)The “extra” items added to basic features Features
(Product)The probability that a product will operate properly within an expected time frame Reliability
(Product)Degree to which a product meets pre–established standards Conformance
(Product)How long product lasts before replacement Durability
(Product)Ease of getting repairs, speed of repairs, courtesy and competence of repair person Service ability
(Product)How a product looks, feels, sounds, smells, or tastes Aesthetics
(Product)Assurance that customer will not suffer injury or harm from a product. Safety
(Service) how long must a customer wait for service, and is it completed on time Time and timeliness
(Service) is everything customer asked for provided? Completeness
(Service) how are customers treated by employees? Courtesy
(Service) is same level of service provided to each customer each time? Consistency
(Service) how easy is it to obtain service? Accessibility and convenience
(Service) is service performed right every time? Accuracy
(Service) how well does company react to unusual situations? Responsiveness
(Producer's Perspective) making sure product or service is produced according to design Quality of conformance
Created by: rainee_
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