?????

1
????? ????? ????????

• ????? ??' 1

2
????????? ??????

• ???? ?????? ?????? ?? ???? ??? ???????????
  ???????? ????? ?????? ???? ????.
• ?????? ????????? ????? ?? ??????? ????? ?????
  ?????? ???????.

• ???? ????? ?????, ????? ???? ?????? ?????
  ????????, ???? ??? ???? ???????? ????? ????
  ??????.
• ????? ? 70-80 ??? ?????? ??????, ????? ??????
  ???? ????? ??????.

3
???? ??????

• ????? ????? ??? ?????? ????? ???????? ?????
  ?????? ?????? ???? ???? ????????? ???????.
• ????? ????? ???? ???.

• ????? "??? ?????" ?????? ??????, ??? ????? "???
  ?????" ?????? ???? ???, ???? ???? ???????
  ????????? ????? ????? ????? ??? "????? ???????".
• ?????? ???? ????? ???? ??? ??????, ???????,
  ?????, ???????.

4
????? ????

• ????? ??? ????? ???????? ?????? (inherent)
  ?????? ???????.

?????? ??????? ?? ???? ?????
???????? ?? ?????
?????
5
????? ????

• ???? 1
• ????? "?????" ???? ???? ?? ???? ???? ?????,
  ???? ???????.
• ???? 2
• "?????? ????" (inherent) ?????, ??? ??????
  ????? ??, ????? ????? ???? ?????? ?"??????
  ?????".

6
???? ????? ??????

• ????? ????? ????? (TQM)
• ????? ????? ???????? ??????? ??????? ????? ??
  ????? ????? ??????.
• ???? ?????? ????? ????? ?????? ?????? ???"?
  ????? ??????? ?????, ????? ?????, ????? ?????,
  ???? ?????, ????? ????? ?????? ?????.

7
??? ?????? ??????

• ????? ?????
  ????? ?????
• ??????? ?????
  ????? ?????
• ???? ????? ?????
  ????? ????? ????? ?????
• ????? ????? ????? ?????
  ???? ????? ????? ?????
• ????? ?????

8
?????? ????? ?? ????

• Eight Dimensions of Quality Garvin
• Performance primary operating characteristics.
• ?????? ????? ???? ??????? ??? ????? ????
  ????.
• Features supplements to basic functioning
  characteristics.

• Conformance meets established standards.
• ?????? ????? ????? ???? ????? USB ???? ???
  ???? ????.
• Durability a measure of product life.

9
?????? ????? ?? ????

• Reliability doesnt malfunction during specified
  period.
• Serviceability the speed and ease of repair.
• ?????? ????? ????? ????? ????? ???, ?????? ???
  ????? ???????, ????? ????? ?????? ???.

• Aesthetics how a product looks, feels, tastes
  and smells
• Perceived Quality as seen by a customer.

10
?????? ????? ?? ????

• ????????
• ??????
• ??????
• ????????
• ........

• ???? ??????
• ??????
• ????????
• ???????
• ????? ????
• ????????
• ????????

11
?????? ????? ?? ????

• ????? ????? ?- PC
• ???????PPM,DPI
• ?????? ??? ???? ????, ?? ???????
• ?????? ???''? (MTBF )
• ????? ?????, ?????? ...

• ????? ???? ??? ????? ????, ?????
• ????????? ?????? ??????? ?????? ?????
  ???????,???? ???? ??????? ??? ???, ???? ??????
• ??????? ????? ???? ????, ????
• ????? ????? ???? ??? ?????, ????? ?-"Customer
  Reports"