ISBN: | 978-5-5148-2836-4 |
High Quality Content by WIKIPEDIA articles! Eight dimensions can be used at a strategic level to analyze quality characteristics. The concept was defined by David Garvin. Some of the dimensions are mutually reinforcing, whereas others are not—improvement in one may be at the expense of others. Understanding the trade-offs desired by customers among these dimensions can help build a competitive advantage. Garvin`s eight dimensions can be summarized as follows: