September 20, 1999. What is Quality?. Anthony Marchese. Mechanical Engineering Rowan University Henry M. Rowan Hall 201 Mullica Hill Rd. Glassboro, NJ 08028. Sophomore Engineering Clinic I. Objectives What is Quality?. After this presentation you will be able to:
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September 20, 1999
What is Quality?
Henry M. Rowan Hall
201 Mullica Hill Rd.
Glassboro, NJ 08028
Sophomore Engineering Clinic I
“Quality. You know what it is, yet you don't know what it is.
...some things are better than others, that is, they have more quality. But when you try to say what the quality is, apart from the things that have it, there's nothing to talk about. But if you can't say what quality is...how do you know that it even exists? ...but for all practical purposes it really does exist. Why else would people pay fortunes for some things and throw others in the trash pile? Obviously some things are better than others...but what's the "betterness"? ...What the [heck] is quality? What is it?”
Zen and the Art of Motorcycle Maintenance
Robert Pirsig, 1974
“Beauty is in the eye of the beholder”
In terms of quality, we can restate this as follows:
“Quality is in the eye of the customer”.
Customer Attributes (CA’s)
What are the physical attributes that a customer might associate with a “quality” product?
Customer Attributes are:
vary with individual based on personal values
You are the customer…for the following products, generate a list of customer attributes that you associate with a quality product:
Looks high tech
Display is easy to read
Holds a lot of music
Easy to use
Buttons feel good to push
Has lots of features
Easy to download files from the web
Clips on to belt
Music doesn’t skip
Battery lasts long
Feels good to hold
Doesn’t break when I drop it
Looks cool - 8 -
Looks high tech - 6 -
Display is easy to read - 6 -
Holds a lot of music - 8 -
Easy to use - 7-
Buttons feel good to push - 5 -
Has lots of features - 6 -
Sounds good - 10 -
Easy to download files from the web - 6 -
Light weight - 7-
Portable - 8 -
Clips on to belt - 7 -
Music doesn’t skip - 7 -
Battery lasts long - 8 -
Feels good to hold - 4 -
Doesn’t break when I drop it - 7-
What are the engineering characteristics responsible for creating the customer attributes associated with a “quality” product.
Engineering Characteristics are:
can either positively affect or negatively affect a CA
trade-off against one-another
audio frequency response