ABSTRACT

In Chapter 3, we defined product quality as a multidimensional function of the performance, durability, reliability, conformance, aesthetics, and perceived quality of a product. These attributes establish the value of an item to a customer in terms of its design, how it is produced, and how it appears as an overall product system. Whenever a product is considered to be of low quality, it could be due to any number of causes. The relative importance of the quality attributes will vary among different people, particularly between manufacturers and consumers. Therefore, it is difficult to come up with simple measures for overall quality. However, it is clear that every element of the product quality vector will impact the warranties that are provided to consumers.