Eight dimensions of quality

In the video, we build on the different viewpoints of quality by introducing you to the eight dimensions of quality – a theory devised by David Garvin (1987).

As the video explains, Garvin’s theory provides a framework for categorising quality characteristics within strategic analysis. These eight dimensions are:

• Performance
• Features
• Reliability
• Conformance
• Durability
• Serviceability
• Aesthetics
• Perceived

Your task

Using the same product from the previous tasks, give an example for each quality dimension – or consider and discuss which has better value or status among the eight dimensions, and why?

References

_{Garvin, D. (1987). Competing on the eight dimensions of quality. Harvard Business Review, 65(6), 101.}