David Garvin (1988) has defined eight dimensions that can be used at a strategic level to analyse the quality of characteristics. Some of the dimensions are mutually reinforcing, whereas others are not; improvement in one may be at the expense of another or others. These eight dimensions are especially useful for understanding customers' expectations of product quality. Understanding the trade-offs desired by customers among these dimensions can help build a competitive advantage. The eight dimensions are as follows:
In addition to the eight dimensions proposed by Garvin, safety also plays an important role in dimensions of quality and we will consider it in the discussion of these dimensions of quality in the text below.
Let's look at each of these dimensions in more detail now.
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