The Relationship Between Quality Dimensions and Business Performance

  1. Product Reliability: the ability to maximize the time to product failure or malfunction.
  2. Product Durability: the ability to maximize the time to product replacement.
  3. Conformance to Specifications: the ability to manufacture a product whose operating characteristics meet established performance standards.
  4. Design Quality: the ability to provide a product with capabilities, features, styling, and/or operating characteristics that are either superior to those of competing products or unavailable with competing products
  5. Company Reputation: the ability to create a positive or favorable image in the customer’s mind when he/she hears the company’s name.
  6. Pre-Sale Customer Service: the ability to service the customer during the purchase decision process (i.e. before the customer buys the product).
  7. Product Support: the ability to service the customer in providing product support after the sale of the product to ensure continuing customer satisfaction.

Predictors of Performance

Strategic Importance in the Automotive Industry

Strategic Importance in Other Industries

Results

Conclusion

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