Perceived Quality

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  Perception in one regard is defined as ​the ability to see, hear, or become aware of something through the senses.  Quality on the other hand is defined as; how well a product or service meets the needs of a customer according to some said standard.  Perceived quality is one of eight dimensions of quality defined by David Garvin in and article from 1987 entitled "Competing on the Eight Dimensions of Quality".  It refers to an assessment of a product’s or services quality based on criteria defined or established by the observer, generally an outside party.

Example:

• A products durability is not easy to measure.  You can not look at a product or service and say, that product will be durable.  Durability is a perceived quality that is based on tangible and intangible aspects of the product or service.

Challenge:

• What examples of perceived quality can you think of? Share your thoughts in the comments section below and receive a coupon to one of Lean Strategies International LLC's courses.

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