22-Leading-your-team-500

Fall 1984
Volume 26, Issue # 1

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18-Operations-500

What Does “Product Quality” Really Mean?

  • Read Time: 40 min 

Is quality objective or subjective? Is it timeless or socially determined? David A. Garvin of the Harvard Business School looks at five major approaches to defining quality and addresses the empirical relationships between quality and variables such as price, advertising, market share, cost and profitability. “These distinctions are more than just theoretical niceties,” he writes. “They are the key to using quality as a competitive weapon.”