Documente Academic
Documente Profesional
Documente Cultură
Costs of Quality
Conformance Costs include prevention costs and appraisal costs. Nonconformance costs include internal and external failure costs.
Appraisal costs
Inspection of materials, processes, Maintenance of test equipment and machines Quality audits of products and End of process sampling and processes testing Field testing Vendor audits and sample testing
Measures of Quality
Suggested Performance Measures
Total costs of quality as a percentage of net sales Ratio of costs of conformance to total costs of quality Ratio of costs of nonconformance to total costs of quality Costs of nonconformance as a percentage of new sales
Nonfinancial Measures
Nonfinancial measures of quality include:
Product design quality. Vendor performance. Production performance. Delivery cycle time. Customer satisfaction.
Vendor delivery
Parts scrapped Equipment utilization rate Machine downtime Machine maintenance time Machine uptime
Delivery cycle time (time between accepting an order and final delivery of the product or service)
Number and types of customer complaints Number and causes of claims Shipments returned as a percentage of total shipments
Recognition of Quality
Awards to recognize and promote the importance of quality include:
The Deming Application Prizeawarded by the Japanese Union of Scientists and Engineers. The Malcolm Baldrige Quality Award awarded to U.S. organizations for achievements in quality and business performance excellence.
The International Standards Organization (ISO) has developed ISO 9000, setting quality management and quality assurance standards.