Garvin's 8 Dimensions of Quality

Finding Out What Quality Means to Your Customer

Garvin's 8 Dimensions of Quality - Finding Out What Quality Means to Your Customer

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How distorted is your view of your product's quality?

Quality and quality management are vitally important for every successful manager, as they lie at the heart of good business practice. Yet "quality" is a highly subjective attribute: one person's required standard is another's pointless perfectionism.

So, how can you judge quality in your workplace? Your own views are usually pretty easy to define with a little careful thought, but how about those of your team members, clients or customers?

This article looks at a model that breaks "quality" down into defined, manageable chunks that you can target to grow your business.

What Is "Quality"?

There are many quality management models that can help you to improve your processes and systems. But first you need to know what you're aiming for.

This is where Professor David Garvin's 8 Dimension of Quality comes in. The model helps you to understand quality, and allows you to find out what it means to your key stakeholders, too. After all, you might not agree!

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