4. Which data to use?
">The information needed to calculate the cost of non-quality is sometimes difficult to obtain (often confidential). It can be obtained from accounting documents (analytical and general), technical, administrative or commercial documents. It is always possible to make an estimate based on surveys of the people concerned.
">The data behind these figures is not always reliable, however, and these expenses represent only part of the shortfall.
">For example:
losing customers who are dissatisfied with the company's services is generally much more serious than replacing defective products;
since the design, manufacturing and distribution processes are not perfect, this automatically leads to product defects and losses.
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Bibliography
Also in our database
Bibliography
FEIGENBAUM (A. V.), Total Quality Control , McGraw-Hill, 1951 .
CROSBY (P. B.), Cutting the Cost of Quality; The defect prevention workbook for managers , Industrial Education Institute, 1967 .
ISHIKAWA (K.), What is Total Quality Control, The Japanese Way , Prentice-Hall, 1981 (Le TQC ou la qualité à la japonaise), AFNOR, 1984....
Downloadable tools
ToolQuality self-diagnosis (Tool ...
Reference standards
FD X50-126, Gestion de la qualité, Guide d'évaluation des coûts résultant de la non-qualité, AFNOR, 1986
FD X50-180, Management de la qualité - Défauts de contribution – Defects linked to the non-quality of work in the creation and use of added value, AFNOR, 1999
FD X50-180, Management de la qualité - Défauts de contribution...
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