Quality & Reliability: Similarities and Differences

Quality & Reliability: Similarities and Differences

I like to say Reliability is all of quality over time. Quality professional tend to say reliability is an element of quality. David A. Garvin of the Harvard Business School suggests there are eight dimensions to quality, including reliability.

Either way one relates quality and reliability we need to remember that quality or reliability is not a department, team, the engineering down the hall. Quality and reliability is part of the culture of the organization. It is how we make decisions the impact how the product or service performs for customers.

The 8 Dimensions of Quality

According to Garvin, these are the 8 dimensions of quality:

1. Per: Performance refers to a product’s primary operating characteristics. This dimension of quality involves measurable attributes; brands can usually be ranked objectively on individual aspects of performance.
2. Features: Features are additional characteristics that enhance the appeal of the product or service to the user.
3. Reliability: Reliability is the likelihood that a product will not fail within a specific time period. This is a key element for users who need the…