David Garvin

David Garvin identified his “eight dimensions of quality” which he maintained
covered the meaning of quality to managers, operators and customers. By
accepting that customers have a different perception of quality than
that of a manager, quality effort can be focused.
The eight dimensions.

1. Performance
Main operating characteristics such as power, sound, speed etc.
2. Features
The extras that supplement the main characteristics such as trim, sunroof etc.
3. Reliability
How often it breaks down .
4. Conformance
How close it is to the design specification or service to the customers experience.
5. Durability
Length of life, toughness in use, service frequency etc.
6. Serviceability
Ease, cost and friendliness of service.
7. Aesthetics
Appearance and impression.
8. Perceived quality
The feel, finish and manner in which the customer is dealt with.

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