Please help ?? 1. What factors have contributed to the increased awareness of quality in modern business?2. Explain the six quality perspectives described in this chapter.3. Think of a product or service that you are considering purchasing. Develop a list of fitness-for-use criteria that are meaningful to you.4. Discuss competitive advantage in this modern business.5. What role has the Internet played in improving service quality? What barriers to servicequality might it have? Transcendent Perspective:The customer is the driving force for the production of goods and services, andcustomers generally view quality from either the transcendent or the product perspective. Thetranscendent, or judgmental, definition of quality holds that quality is "both absolute anduniversally recognizable, a mark of uncompromising standards and high achievement." Assuch, it cannot be defined precisely-you just know it when you see it. It is often loosely relatedto the features and characteristics of products as featured by marketing efforts to promoteproduct excellence in the minds of consumers.6|PageProduct PerspectiveThe product perspective implies that higher amounts of product attributes areequivalent to higher quality, so designers often try to incorporate more features intoproducts, whether the customers want them or not.User PerspectiveThe user perspective of quality is meaningful to people who work in marketing. Thisleads to a user-based definition of quality - fitness for intended use, or how well the productperforms its intended function. The manufacturer must translate customer requirements intodetailed product and process specifications. Making this translation is the role of research anddevelopment, product design, and engineering. Product specifications might address suchattributes as size, form, finish, taste, dimensions, tolerances, materials, operationalcharacteristics, and safety features, Process specifications indicate the types of equipment, tools,and facilities to be used in production.Value PerspectiveProduct designers must balance performance and cost to meet financiał and marketingobjectives; thus, the value perspective of quality is most useful at this stage. This is often calledcustomer benefit package. The value perspective looks for the relationship of product benefitsto price. From this perspective, a quality product is one that provides similar benefits ascompeting products a lower price, or one that offers greater benefits at a comparable price.Manufacturing PerspectiveOrganizations want consistency in their goods and services. For production workers,quality is defined by the manufacturing perspective. Having standards for goods and servicesand meeting these standards leads to the definition of quality as: conformance tospecifications. Specifications are meaningless, however, if they do not reflect attributes thatare deemed important to the consumer.Customer PerspectiveThroughout the value chain, each function is an internal customer of others, and thefirm itself may be an external customer or supplier to other firms. This defines quality as thetotality of features and characteristics of a product or service that bears on its ability to satisfygiven needs. Thus, the customer perspective provides the basis for coordinating the entirevalue chain.To understand this definition, ane must first understand the meaning of "customer."Most people think of a customer as the ultimate purchaser of a productor service, for instance,the person who buys an automobile for personal use or the guest who registers at a hotel isconsidered an ultimate purchaser. These customers are more precisely referred to as consumers.While, internal customers are stakeholders who work within your company (employees) andrequire assistance from another individual or department to get their job done.71Page

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1. What factors have contributed to the increased awareness of quality in modern business? 2. Explain the six quality perspectives described in this chapter. 3. Think of a product or service that you are considering purchasing. Develop a list of fitness- for-use criteria that are meaningful to you. 4. Discuss competitive advantage in this modern business. 5. What role has the Internet played in improving service quality? What barriers to service quality might it have?