see attached
Instructions
Assignment Directions
This assignment assesses
CO-3 [content page].
Read the article by David Garvin (1987),
Eight Dimensions of Quality. Create a PowerPoint presentation consisting of eight slides, excluding the title and reference pages.
List four to five main points (using bullet point format) on each main slide. The main points should cover each of the eight dimensions mentioned in the Garvin article. Below the main slides, add narrative information explaining the significance of each dimension. You can use one main slide and its accompanying notes.
Submission Guidelines:
The notes in the narrative should “mimic” the information as in a live classroom setting. The notes section should include APA-formatted citations. References should be on the final main slide, also APA-formatted.
This assignment is useful for students to practice presentations using PowerPoint and to demonstrate knowledge of course objective three.
Eight Dimensions of Quality
Eight dimensions of quality were described by David Garvin (1987.) The article is a seminal work drawing on prior quality assurance literature. In this lesson, a summary of the eight dimensions of quality is presented as a foundation for further study on quality assurance and compliance with U.S. government contracts.
The Eight Dimensions of Quality
Garvin (1987) categorized the eight dimensions:
·
Performance
· Primary operating characteristics (Garvin, 1987).
· Create value-added, customer-driven product or service (Harris-Huemmert, et al. 2024).
·
Features
· The “bells and whistles” added to a product that supplements it or enhances its service (Garvin, 1987).
· De Giovanni (2024) expands on this by identifying emerging consumer-driven features, such as sustainability and ethical sourcing, as critical to perceived quality.
·
Reliability
· The amount of time a product is expected to perform to specifications without interruption (Garvin, 1987).
· Escobar and Meeker (2006) expanded their work by incorporating statistics, modeling, field data, and design optimization.
·
Conformance
· Allowing a level of tolerance for deviance in specification parameters provides customers with a choice in the performance characteristics of products and services (Garvin, 1987).
· De Giovanni (2024) indicated that conformance to procedure and specification attributes in the defense industry is essential.
·
Durability
· Durability and reliability are closely related – durability refers to the time a product remains useful, such as a light bulb before it starts to flicker (Garvin, 1987).
· Durability is the expected lifespan of a product before it becomes uneconomical to repair. The long-term value is essential for lifecycle cost analysis. Often, durability is a factor in circular economy principles (Margherita et al., 2022).
·
Serviceability
· Used to reduce product downtime, measured by the time it takes to repair, or the number of service calls requested (Garvin, 1987).
· SERVQUAL — which assess tangibility, reliability, responsiveness, assurance, and empathy — speeds repair and maintenance (Syaiful & Astuty, 2022).
·
Aesthetics
· A subjective factor. It is often confusing during visual inspection for things like paint color or metal finishing (Garvin, 1987).
· Tao and Tao (2024) emphasize aesthetics as key factors in brand identity and market positioning.
·
Perceived Quality
· The subjective perception by customers which, for the most part, lacks quantitative assessment characteristics (Garvin, 1987).
· Generally emphasizes that perceived quality often mediates the relationship between actual performance and user satisfaction.
