The representative description of quality by the American National Standards Institute (ANSI) and the American Society Quality Control (ASQC) in 1978 is, “the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs” (Peris-Ortiz et al 86). Supervisions is a regional retail eye care center, located in the northeast, which has been experiencing some quality management issues as discussed in this paper below.
There are two main approaches in the definition of quality, fitness for use and conformance to specifications. Fitness for use relies on the fact that customer needs must be the driving force behind quality products, while conformance to specifications argues that from the perspective of manufacturing or service delivery, specifications are targets and tolerances determined by designers of products and services. Targets being the ideal values for which production is expected to strive; and tolerances are acceptable deviations from these ideal values, recognizing that it is impossible to meet the targets all the time (Mawby 54).
Conformance to specification is the key quality dimensions that apply to SuperVision’s products. For SuperVision’s, conformance includes traits like, such as right lens and frame. The feature is a second most important quality dimension observed. The feature means availability of particular features than the total number of options available to customers. This encompasses reversibility such as change of lens and frames at minimal cost rather than purchasing a new pair. This is apparent in week one because it was noted that lenses were reversed. Furthermore, with wrong lenses attached, this is a quality dimension because they can be reversed in future (McCollum 116).
Reliability is the key service quality dimension observed.