Total quality management Term Paper Example | Topics and Well Written Essays - 1500 words

Total quality management - Term Paper Example An article in the New York Times that displays a graph will be critiqued. A top-down flow diagram, cause-and-effect and flowchart will be drawn to explain the processes and problems surrounding purchasing a vehicle. Finally, an example of a poka-yoke will be given. The first dimension of quality that Garvin proposes is performance. The advertisement gives the primary operating characteristics of the services provided. The second dimension is features. The advertisement gives the secondary aspects of performance that supplement the basic functions of the services offered. The third dimension is reliability. The services offered in the advertisement have measured to verify their reliability. This is especially important because the services offered are consumed over a specific duration of time. The fourth dimension is conformance. The testing services offered in the advertisement meet the standards that are set by Prometric. The fifth dimension is serviceability. This dimension does not have relevance to the services offered at Computech Computers Inc and as such, repair and restoring of services does not need to be considered. The seventh dimension of quality is aesthetics. The advertisement makes the services offered to look, feel and sound in teresting to the reader. However, it is not possible to please everybody and individual preference will dictate whether the advertisement had aesthetic value. The eighth and final dimension of quality is perceived quality. The advertisement infers the good quality of the services offered by use of images, assurance that the company is authorized by Prometric and the provision of full time qualified instructors (Garvin, 1988, pp. 113-174). External customers are people or businesses that purchase the services or products offered by a company. External customers are the ordinary customers who purchase the company’s products or services. Internal customers