12
Tabel 2.2
Dua Komponen Quality (Frank M. Gryna, 2001)
Industri
Manufaktur
Industri
Service
Product
Features
Performance
Accuracy
Reliability
Timeliness
Durability
Completeness
Ease of Use
Friendliness
and courtesy
Serviceability
Anticipating customer needs
Esthetics
Knowledge of Server
Availability of options and
expandability
Appearance of facilities and personnel
Reputation
Reputation
Freedom
from
Deficiencies
Products
free of defects and
errors
at
delivery, during
use, and
during
servicing
Service free of errors
during original
and
future service transaction
All processes
free of rework loops,
redundancy, and other waste
All processes
free of rework loops,
redundancy, and other waste
Setiap
perusahaan
harus
mengidentifikasikan dimensi
quality
mana
yang
penting bagi customer-nya. Berikut adalah
gambaran
lebih dalam
mengenai dua
komponen service :
1
Product
Features
Mempunyai efek
yang
sangat
besar
terhadap sales
income. Produk
features
merupakan quality of design, fitur-fitur apa yang dapat diberikan oleh
produk
tersebut
akan
mempengaruhi customer
demand
terhadap
produk
tersebut.
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