Handbook of Management Scales/Product or service design
Product/service design (alpha = 0.93; composite reliability = 0.94)
Eight quality management practices were identiﬁed by the authors: customer focus, employee relations, management leadership, process management, product/service design, quality data and reporting, supplier quality management, and training.
- Thoroughness of new product/service design reviews before the product/service is produced and marketed. (0.89)
- Coordination among affected departments in the product/service development process. (0.93)
- Quality of new products/services emphasized in relation to cost or schedule objectives. (0.87)
- Extent to which implementation/producibility is considered in the product/service design process. (0.86)
All items were adapted from Saraph et al. (1989).