Handbook of Management Scales/Product or service design

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Product/service design (alpha = 0.93; composite reliability = 0.94)[edit | edit source]

Description[edit | edit source]

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.

Items[edit | edit source]

  • 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).

Source[edit | edit source]