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CMA Intermediate · Operations Management and Strategic Management · Productivity Management and Quality Management

In Garvin's framework of the dimensions of quality, the likelihood that a washing machine made by an Indian firm will not break down within a specified period of use is best described as which dimension?

The dimension is reliability. It refers to the probability that a product will perform without failure over a stated period of use. Conformance, serviceability and aesthetics address specification matching, ease of repair and appearance respectively, so they do not describe failure-free operation.

  1. AReliabilityCorrect
  2. BConformance
  3. CServiceability
  4. DAesthetics

Explanation

Reliability measures the probability of a product failing within a given period. Conformance is about meeting design specifications, serviceability is about ease and speed of repair, and aesthetics is about look, feel and sound. So the failure-free operation described is reliability.

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