What is quality in a manufacturing firm? : Understanding the quality of products, services and solutions

• Purpose – The purpose of this paper is to investigate the possibilities and difficulties that manufacturing firms have regarding the quality of their offerings along the goods-to-services continuum. In particular, the paper identifies different quality dimensions for products, services and solutions.Methodology/approach − Conceptual paper.Findings − The paper presents a model on how a manufacturing firm can provide quality on offerings along the goods-to-services continuum. Furthermore, the paper identifies the quality dimensions that exist for products, services and solutions. For solutions, the paper identifies six quality dimensions and presents them through an empirical illustration. The six dimensions are (i) reliability, (ii) empathy, (iii) tangibility, (iv) approachability, (v) consistency and (vi) flexibility. A manufacturing firm must provide high-quality products, services and solutions, and the different types of quality might require different principles, practices and techniques.Research limitations/implications − The model and the six developed quality dimensions are not tested empirically.Originality/value − Few studies have addressed the quality of a solution provided by a manufacturing firm. The present research provides a framework for how solution quality is different from product and service quality. In addition, the paper provides an empirical illustration of how a firm can work with product, service and solution quality for the firm’s offerings.

Nyckelord

Quality management

Quality principles

Quality profile

Service organisations

Publikations- och innehållstyp

vet (ämneskategori)

ovr (ämneskategori)