Dimensions of Transformational Process Quality

Abstract

Consumers normally evaluate a product or service quality during the pre-purchase, purchase, and post-purchase phases. The overall impression that they gain about an item’s quality hinges on how well the firm manages the design and development of the product or service through its organizational processes, as well as how well it manages its transformational (also known as either production or manufacturing) processes. These transformational processes physically change raw inputs, such as materials, purchased components, knowledge, and labor, by either changing their physical characteristics or by assembling them into finished products or services. While the consumer might be unaware of the transformational process itself, the firm should be monitoring all of the dimensions of quality for the processes that are essential to ensuring the conformity of the product or service to specifications and customer expectations.