How Businesses Can Improve Quality

Quality can be defined as 'fitness for purpose'. Is your product or service suitable for its intended purpose, and does it deliver the intended benefits or outcome?

Quality can be subjective. For example, with products, does an end user enjoy using it? David Garvin, a Harvard Professor, identified 8 factors that can be used to define, measure and improve quality.

Garvin's Quality Framework Factors

1. Performance. Does it meet its intended purpose?

2. Reliability. Are there bugs? Will it malfunction or break when used?

3. Functionality. How many valuable or useful benefits does it have?

4. Durability. How long will it last?

5. Serviceability. What support is available if something goes wrong? How easily can it be fixed?

6. Conformance. Does it meet the necessary standards?

7. Aesthetics. A subjective experience of whether it is enjoyable, attractive or reassuring when used.

8. Perception. Does it have a good reputation and deliver better results than the user expected?

These factors can provide a checklist against which you can incrementally improve the quality of your offer or product, as quality is more than just the product you sell. Its about how your business engages, responds, and delivers consistently.

By combining Garvin’s quality framework with modern automation tools, businesses can achieve higher standards of performance, reliability, and customer satisfaction.

At Scale2Grow, we help businesses not only improve quality but also unlock sustainable growth.

🚀 If you’re ready to take your business to the next level, let’s start the conversation today.