Mgt510 Assignment No. 1 Solution

Total Quality Management

The quality of products and services can be measured by their dimensions. Measuring the quality of services and products helps us to understand the concepts of product and service dimensions. Quality is multidimensional so, Product and service quality have a number of dimensions which determine how customer requirements are achieved.

Therefore as being TQM student it is essential for me that I consider the entire dimension that may be important to satisfy my requirements. These are as follows:

Product quality has two dimensions.

• Physical dimension measures the tangible product itself and includes such things like length, weight, and temperature etc.
• Performance dimension measures how well a product works and includes such things like speed and capacity.

Performance dimensions are more difficult to measure and obtain when compared it to physical dimensions. Like product quality, service quality also has several dimensions.

• Responsiveness refers to the reaction time of the service.
• Assurance refers to the level of certainty that a customer has concerning the quality of the service provided.
• Tangibles refer to a service's look or feel.
• ·Empathy being able to understand the needs of the customer as an individual and meet the special requirements of the customer
• Reliability refers to the dependability of the service providers and their ability to keep their promises.

Case no. 01

Solution:

I will recommend him/her for considering the following criteria about the quality of cell phone of two different brands available in the market:

• Support of all GSM frequencies by Cell phone providers in operation locally in the entire country
• Steady reception and signal coverage
• Enough Betray capacity, good standby timing and long talk time
• Compatibility of GSM-SIM provided by different cellular companies in the area
• Storage capacity to store call history and text data
• Attractive caller tunes and good multimedia support
• Enough extended memory that should be fixed for audio files or other type of media like pictures, video clips, games etc.
• Good camera and good picture quality if available in the phone package.
• Easy to use.
• Soft keypad.
• Support after sale service.

Case no. 02

Solution:

I will consider the following quality determinates between two bus services;

• Availability of bus stop near home.
• Number of bus stops and distance between these bus stops.
• Service frequency.
• Reliability of bus services that come regularly on schedule
• Availability of shelter and benches at the bus stops.
• Clean less of bus seats, interior and windows
• Cost affordability
• Overcrowding in buses.
• The ease of use of schedule at bus stop
• Assuring that bus service information by phone, mail, internet etc are available.
• Vehicle reliability and capability of drivers.
• Security against crimes on buses
• Cooperation of personal.
• Management of complaint
• Use of ecological vehicle.