Study with the several resources on Docsity
Earn points by helping other students or get them with a premium plan
Prepare for your exams
Study with the several resources on Docsity
Earn points to download
Earn points by helping other students or get them with a premium plan
Garvin's Classification of Quality
Typology: Lecture notes
1 / 74
This page cannot be seen from the preview
Don't miss anything!
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 1 14.02. Construction Quality and Productivity Management TITELMASTERFORMAT DURCH KLICKEN BEARBEITEN
Dr.-Ing Abdur Rehman Nasir Assistant Professor Department of CE&M NIT (SCEE), NUST H-12, Islamabad
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 2 14.02. Construction Quality and Productivity Management
Quality Classification Quality Dimensions
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 4 14.02. Construction Quality and Productivity Management
Objective Quality Subjective Quality Here the concept of quality is grounded within the precept that the characteristics of a product or service are tangibly measurable and assessable in absolute terms. such as size, design conformance, durability and performance. Here the concept of quality is grounded in the perceived ability of a product or service to satisfy various needs and aspirations. Here each individual’s perceptions can vary regarding the same product or service.
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 5 14.02. Construction Quality and Productivity Management
A research study has been undertaken by David Garvin (1986) drew upon surveys of ‘first-line supervisors’ in the USA and Japan and compared practices and attitudes concerning quality. Within this study Garvin identifies five distinct classifications for quality definitions.
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 7 14.02. Construction Quality and Productivity Management
1. Transcendent View Those who hold the transcendental view would say “ I can’t define it, but I know it when I see it ” Quality is evaluated with knowledge gained from experience and the determination of quality is subjective and based upon ‘the view of an individual’, this view being developed with experience.
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 8 14.02. Construction Quality and Productivity Management
1. Transcendent View Advertisers are fond of promoting products in these terms. “ Where shopping is a pleasure” (supermarket). “We love to fly and it shows" (airline). Television and print media are overflowing with such indefinable claims and therein lies the problem: Quality is difficult to define or to operationalize. It thus becomes abstract when using the approach as basis for competitive advantage. Moreover, the functions of design, production and service may find it difficult to use the definition as a basis for quality management.
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 10 14.02. Construction Quality and Productivity Management
2. Product based View Quality is determined objectively. Although this approach has many benefits, it has limitation as well. Where quality is based on individual taste or preference, the benchmark for measurement may be misleading.
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 11 14.02. Construction Quality and Productivity Management
3. User based View Here quality is viewed from a perspective of ‘client / customer satisfaction’. In other words, quality relates to the extent to which client / customer needs and wants are satisfied by the ‘fitness for purpose’ of the service or product.
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 13 14.02. Construction Quality and Productivity Management
3. User based View It is based on idea that quality is an individual matter and products that best satisfy their preferences are those with the highest quality. This is rational approach but leads to two problems; ii. Another problem concerns the answer to the question “Are quality and customer satisfaction the same?” the answer is probably not. One may admit that “X” has many quality attribute, but satisfaction may be better achieved with “Y”.
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 14 14.02. Construction Quality and Productivity Management
4. Manufacturing based View Here quality is viewed from a perspective of ‘manufacturing compliance’. In other words quality relates to a product’s ‘conformance to specified requirements’. Manufacturing-based definitions are concerned primarily with engineering and manufacturing practices and use the universal definition of “conformance to requirements”.
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 16 14.02. Construction Quality and Productivity Management
5. Value based View Here ‘quality’ is viewed from a perspective of ‘economic utility’. In other words, is the service or product value for money? The determination of whether value is achieved is a subjective judgment of the client / customer. It is defined in term of costs and prices as well as number of other attributes. Thus, the consumer’s purchased decision is based on quality at an acceptable price. This approach is reflected in the popular Consumer Reports magazine which ranks products and services based on two criteria: Quality and Value.
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 17 14.02. Construction Quality and Productivity Management
5. Value based View The highest quality is not usually the best value. That designation is assigned to the “best- buy” product or service.
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 19 14.02. Construction Quality and Productivity Management Zhang’s (2001) ‘map of quality perspectives’ brings together Garvin’s five classifications of quality definitions and the objective and subjective measurement of quality.
Dr.-Ing Abdur Rehman Nasir Assistant Professor of Construction Engineering and Management 20 14.02. Construction Quality and Productivity Management
Further to these classifications, Zhang’s (2001) ‘map of quality perspectives’
