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Quality dimensions of goods [Bergman]

Quality of a product is not an obvious thing. According Bergman [1] we can product quality we can divide into quality of goods (products) and services. In this article I want to focus on quality dimensions of goods.

According Bergman there are eight quality dimensions of goods:

  • reliability - how often it fail? it's a measurement of failure and problems. It's very important to a product that we don't want to fail. It can be measure how much time passed since crash, or how serious problems are.
  • performance - how useful is it for a customer? elements that are important to the customers like speed, size or useful life.
  • maintainability - how is it easy to maintain? how fast we can find problems and fix them.
  • environmental impact - is it save for environment?
  • appearance - is it beautiful? it refers to the design and overall look like colour.
  • flawlessness - does it work when I buy it? At the time of purchase product is working perfectly and has no defects.
  • safety - is it safe for me? Product doesn't cause the personal injury or damage to property or provides protection against damage
  • durability - does it broke when I use it? Product doesn't broke during proper usage or in the transport.

To sum up, quality dimension of goods describe different perspectives that we need to carry on when we think about quality of the product.

[1] Bo Bergman and Bengt Klefsjö, Quality: From Customer Needs to Customer Satisfaction. McGraw-Hill, 1994.