Question

Instructions:

Read the case Below and answer the question that follow:

In the garment industry, quality control is mainly practiced right from the initial stage of sourcing raw materials to the stage of final finished garment. For textile and apparel industry, product quality is calculated in terms of quality and standard of fibers, yarns, fabric construction, color fastness, surface designs and the final finished garment products.

David, the quality manager of an international garment company, states that "quality is ultimately a question of customer satisfaction". He assumes that good quality increases the value of the products, establishes brand name, and builds up good reputation for the company. To eliminate garment defects, David develops and maintains control charts regularly to optimize processes and reduce variability. Such defects include:

·​ ​Inefficient production.

·​ ​The clothes are easily torn out and can't handle any kind of damage.

·​ ​Certain parts of the clothes (such as buttons) are not easily replaced.

·​ ​The feel and look of the products are missing.

Particularly, David considers that the perceived quality of a garment is the result of a number of aspects, which together help achieve the desired level of customer satisfaction.

For example, majority of customers complain about the "Thread discoloration after Laundry". A common discoloration would be the pick-up of a greenish or turquoise tint. To solve this problem, David empowered his employees to communicate the following instructions with all customers during pre-sales, posts sales and delivery services:

·​ ​Correct PH level (too low) and Water Temperature (too low) during laundry.

·​ ​Use the proper chemicals and laundry cycles.

·​ ​Do not overload washers with too many garments at one time.

Questions (25 marks each):

1. ​According to Garvin’s list of quality dimensions, which four dimensions were present above? Justify.

2. ​Which functional perspective is mainly practiced in the garment industry? Explain how it would affect the garment business.

3. ​Which sphere of quality did David focus on to eliminate the process defects? Justify.

4. ​What functional perspectives on quality did David apply to achieve quality improvem

Answer 1

1.

First of all we will se what all are the 8 Garvin's quality dimension briefly then we will identify which are present here

1. Performance :- Performance of a product the the basic or primary feature of a product .

2. Features :- which are the added quality or secondary purpose of the product

3. Reliability :- This refers to the lasting of the product or not failing to perform

4. Conformance :- This is the degree to which the product meets the established standard

5. Durability : _ The quantity of usage one can derive from a product before it deteriorate

6. servicability :- which deals with the quality of service for the product

7. Aesthetics :- It deals with look and feel of the product

8. Percieved Quality :- The brand name or the reputation of the firm or product play an important role in creating a pre determined standards of the quality of the product in the customer mind which is referred as percieved quality.

Perceived Quality :- This aspect of quality is highly present in the context as David , the quality manager specifies that good quality will increase the Value of the product , build reputation of the company and establish the brand name .and he is working towards building up reputation and brand name for the product.

Servicability :- Giving good service to the customer does not mean that the oroduct is failed and then giving a service , but the ensurance or care taken for the product to not to get damaged also considered as a high quality service , making the customer aware and sensitise the customer about the product features and educating them with precuation to be taken for not making the product inferior is also termed as good service, here it is done along with the sales or pre sales , The communication in pre sales post sales and in delivery serives the instructing the the customers about the things to be taken care during laundry can be considered as servicability.

Reliability :- Any step taken to prevent the product from failing to perform or mal functioning can be termed as reliability. here the quality team is highly conscious in eliminating the defects , First they have identified that the main defects are the inefficient prodduction, esility getting torned some parts are not replaced easilly and look and feel is missing , once it is identified then they are devloping control chart for each of them , optimise the process and reduce variability means an excellent way of impring reliability

Durability :- The threat for the durability of  a garment product is that the the clothes getting torned easily , by addressing this as a defect and reducing the variability the company ensures durability of the product and also decolration can be considered as another threat for durability which is also taken care by the company by the way of sensiting the customers on laundry part .

2. The Garment industry is been focusing on the quality control, right from the raw material to the finished product the the quality and design of the product is to be maintained , the clothes will be defective if they are physically damaged as torned, or decoloration,or colour fading, The look and feel of the product is very important for a garment product. If the durability , designs and latest trends are able to maintain by a company they will have reputaion and brand name and there by increased business,The garment is a product which will have frequent and repeated consumption and purchase, the customer will evaluate his own previous experience with a particular brand before going for further purchase , so the ensuring quality and standards are the most important aspect of garment industry

3. David practices the Quality control for ensuring the quality

As he identifies the possible defects => develop and maintain control charts regularly=> optimises the process=> and reduce the variability

4.

David use the perspective of elimination of defects, as he identifies the defects and maintain control charts and improve the process and reduce the variability to eliminate the defects