Concept explainers
a)
To determine: The typical characteristics of a television set using the dimensions of quality.
Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered meets the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.
a)
Explanation of Solution
The typical characteristics of a television set using the dimensions of quality are as follows:
Dimension | Typical characteristics of a television set |
Performance | Color, picture, and sound |
Aesthetics | Black cabinet |
Special features | Inset picture, stereo sound, and remote control |
Serviceability | Handling complaints of the customers and repair work |
Reliability | Inconsistency of repair and breakdowns |
Durability | Life of the product in terms of time and use |
Perceived quality | Consumer report ranking |
Conformance | Size and pixels |
Consistency | Quality of each set should not vary |
b)
To determine: The typical characteristics of a restaurant meal (product) using the dimensions of quality.
Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered meets the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.
b)
Explanation of Solution
The typical characteristics of a restaurant meal (product) using the dimensions of quality are as follows:
Dimensions | Typical characteristics of a restaurant meal (Product) |
Performance | Taste, cleanliness, color, tableware, and smell |
Aesthetics | Appetizing |
Special features | Specialties in the hotel includes desserts and cocktails |
Serviceability | Handling of the complaints |
Reliability | Meals should be delicious consistently |
Durability | It should maintain flavor and freshness |
Perceived quality | Appearance of the meal would make the customer believe that the food is good. |
Conformance | The product should exceed the expectation of the customer. |
Consistency | Quality of the meal should not vary |
c)
To determine: The typical characteristics of a restaurant meal (service) using the dimensions of quality.
Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered meets the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.
c)
Explanation of Solution
The typical characteristics of a restaurant meal (service) using the dimensions of quality are as follows:
Dimension | Typical characteristics of a restaurant meal (Service) |
Convenience | Available working hours to meet the demand of the customer and easy working hours. |
Responsiveness | Servers should be capable to handle drink request and special meal request. |
Assurance | Servers in the restaurant should be knowledgeable about the items that are available. |
Reliability | Orders should be served consistently and accurately. |
Time | Meals in the restaurant should be cooked properly and served quickly. |
Courtesy | Customers should be treated with respect and dignity. |
Consistency | Good food should be served consistently. |
Tangibles | Equipment should be in working condition and facility must be clean and hygiene. |
Expectation | The restaurant should meet the expectations of the customer. |
d)
To determine: The typical characteristics of painting a house using the dimensions of quality.
Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered obeys the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.
d)
Explanation of Solution
The typical characteristics of painting a house using the dimensions of quality are as follows:
Dimension | Typical characteristics of a painting a house (Service) |
Convenience | Painters should be available in the |
Responsiveness | Painters should be able to handle the special request. |
Assurance | They should aware about the details regarding the paint coverage and ability to paint to prevent mold. |
Reliability | They should finish the work on time with quality. |
Time | They must complete the two coats of paint within particular time. |
Courtesy | Homeowners should be treated with respect. |
Consistency | The performance of the painters should be with same quality. |
Tangibles | They must do the job professionally. |
Expectation | The painters should meet the expectations of the customer. |
e)
To determine: The typical characteristics of surgery and post-surgery care using the dimensions of quality.
Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered obeys the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.
e)
Explanation of Solution
The typical characteristics of surgery and post-surgery careusing the dimensions of quality are as follows:
Dimension | Typical characteristics of surgery and post-surgery care |
Convenience | Surgery work should work with the schedule of the patient. |
Responsiveness | Surgeon should be willing to move up surgery of the patient with excessive pain. |
Assurance | Surgeon should be capable and should have patience to answer the questions of the patients. |
Reliability | Surgeon should correctly diagnose, fixes patient ailments, and follow the same step of surgery. |
Time | Surgeon should be capable enough to schedule and complete the surgery quickly. |
Courtesy | Patients should be treated with respect. |
Consistency | Surgeon should provide the same quality of surgery each time. |
Tangibles | Equipment of the hospital and surgery room are sanitary. |
Expectation | Surgeon should meet and exceed the requirement of the patients. |
Want to see more full solutions like this?
Chapter 9 Solutions
STEVENSON: OPERATIONS MANAGEMENT(LL)
- Use the dimensions of quality to describe typical characteristics of these products and services:b. A restaurant meal (product)arrow_forwardUse the dimensions of quality to describe typical characteristics of these products and services:d. Painting a housearrow_forward1. Describe quality "then" and "now." How may one approach be more effective than the other?arrow_forward
- Why quality is vital and important in the business operations?Cite example to relate the relevance of the topic presented.arrow_forwardOne way to think about quality is the degree to which performance of a product or service meets or exceeds customer expectations. Customer expectations can be broken down into a number of dimensions that customers use to judge the quality of a product or service. The dimensions used for products are somewhat different from those used for services. (a) State the dimensions of quality and give a brief description of each for:(i) A product(ii) A service (b) Give one example of each of the product quality dimensions for a car.arrow_forwardPls give a benchmark in using Quality Management System in a small food business or street food business in improving the qualities of the products and improving store appearance.arrow_forward
- Deming stated that majority of Quality problems comes due to________ a. Employees b. Material c. Machine d. Managementarrow_forwardone of the 14 Points of Deming is . Cease dependence mass Inspection to improve quality a. Explain the point using your own words b. Give a clear example on how you will apply it in a manufacturing organization Give a clear example on how you will apply it a service organizationarrow_forwardAnswer the following items in no more than 10 sentences: Explain the difference between quality and total quality approach. (short and precise sentences) Pick one (1) quality guru and describe his contribution in achieving total quality in the work place.arrow_forward
- Some important concepts to promote quality (due to Deming) are a. build long term relationships with suppliers, vendors, and customers. b. continuously improve product, quality, and service. c. institute a vigorous program of training, education, and self-improvement. d. all of these. e. none of these.arrow_forwardDiscuss the definition of quality, in your discussion include the contributions of Joseph M, Juran, Kaoru Ishikawa, Philip B,Crosb, etcarrow_forwardHow can you describe quality from the viewpoint of a customer?arrow_forward
- Practical Management ScienceOperations ManagementISBN:9781337406659Author:WINSTON, Wayne L.Publisher:Cengage,Operations ManagementOperations ManagementISBN:9781259667473Author:William J StevensonPublisher:McGraw-Hill EducationOperations and Supply Chain Management (Mcgraw-hi...Operations ManagementISBN:9781259666100Author:F. Robert Jacobs, Richard B ChasePublisher:McGraw-Hill Education
- Purchasing and Supply Chain ManagementOperations ManagementISBN:9781285869681Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. PattersonPublisher:Cengage LearningProduction and Operations Analysis, Seventh Editi...Operations ManagementISBN:9781478623069Author:Steven Nahmias, Tava Lennon OlsenPublisher:Waveland Press, Inc.