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.