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Customer expectations can be broken down into a number of categories, or dimensions, that customers use to judge the quality of a product or service. Performance, aesthetics, special features, conformance, reliability, durability, perceived quality, and serviceability. Inspection is an appraisal activity that compares goods or services to a standard. The frequency of inspection depends largely on the rate at which a process may go out of control.
Customer expectations can be broken down into a number of categories, or dimensions, that customers use to judge the quality of a product or service. Performance, aesthetics, special feature…