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Eight dimensions of quality

In the video, we build on the different viewpoints of quality by introducing you to the 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.

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