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Name: Võ Quý L C ID: BABAWE15279

Name: Võ Quý Lộc ID: BABAWE15279 This document discusses quality and how it can be measured and improved. It defines quality as the features and characteristics that satisfy customer needs. While high price does not always indicate high quality, brands can influence perceived quality. Key dimensions to measure quality include performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. A university can control graduate quality by ensuring high quality lecturers and syllabus, administering exams to check student progress, and setting requirements for graduation.

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40 views2 pages

Name: Võ Quý L C ID: BABAWE15279

Name: Võ Quý Lộc ID: BABAWE15279 This document discusses quality and how it can be measured and improved. It defines quality as the features and characteristics that satisfy customer needs. While high price does not always indicate high quality, brands can influence perceived quality. Key dimensions to measure quality include performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. A university can control graduate quality by ensuring high quality lecturers and syllabus, administering exams to check student progress, and setting requirements for graduation.

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Loc Vo
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© © All Rights Reserved
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Name: Võ Quý Lộc

ID: BABAWE15279

POM – ASSIGNMENT LECTURE 4

1. What is quality?
The totality of features and characteristics of a product or service that bears on its ability to
satisfy stated or implied needs.
2. Is high quality synonymous with high price of high cost? Explain and give example
In generally, customers always believe that a high-quality product will follow with high
price. In some situations, it will correct and incorrect. For example, an Apple watch from
Apple is about $300 - $400, a very high price for a Smartwatch (in the market, there are lots
of cheaper Smartwatch such as Gearfit from Samsung, Miband from Xiaomi with the same
quality and sufficiency), however, people are willing to pay for it. Beside the quality, we can
believe that brand name of a company could help increase the value of its products. After
that, people will consider about the quality. Therefore, high price does not means high
quality, because we can find a cheaper one with the same quality.
3. How to measure the quality? (Hints: develop a list dimensions of quality)
In order to measure the quality, we follow key dimensions of quality:
_ Performance refers to a product’s primary operating characteristics. This dimension of
quality involves measurable attributes; brands can usually be ranked objectively on
individual aspects of performance. Performance is often a source of contention between
customers and suppliers.
_ Features are additional characteristics that enhance the appeal of the product or service
to the user. It is important that suppliers designing product or services from performance
specifications are familiar with its intended uses.
_ Reliability is the likelihood that a product will not fail within a specific time period. This is a
key element for users who need the product to work without fail. Reliability is a major
contributor to brand or company image, and is considered a fundamental dimension of
quality by most users.
_ Conformance is the precision with which the product or service meets the specified
standards.
_ Durability measures the length of a product’s life. When the product can be repaired,
estimating durability is more complicated. The item will be used until it is no longer
economical to operate it. It is closely related to warranty. Requirements for product
durability are often included within procurement contracts and specifications.
_ Serviceability is the speed with which the product can be put into service when it breaks
down, as well as the competence and the behavior of the serviceperson. It is becoming an
increasingly important dimension of quality and criteria for product selection.
_ Aesthetics is the human perception of beauty, including sight, sound, smell, touch, taste,
and movement. Faults or defects in a product that diminish its aesthetics properties.
_ Perceived quality is the quality attributed to a good or service based on indirect measures.
4. Improving quality at a university does not seem to be as straightforward as it might be
for a manufacturing firm. So how can a university control the quality of its output?
(That is, its graduates?)
A university can control its quality output in many ways. University can control the quality
of lecturers when they come to class, whether they are skillful and knowledgeable. By
making a suitable syllabus, which help students to study well and have enough knowledge.
By taking exams every semester in order to make sure students meet the requirements of
the university. Those things could help a university control its output.

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