ppt课件-chapter12costofquality-saintmartinsuniversity.pptVIP

Cost of Quality Return homework Reliability Solve problems: Chapter 10 - 6, 10 Cost of Quality Solve problems: Chapter 12 - 7 Discuss final exam Week 15 Assignment Complete final exam Present exam results Week 14 Agenda Question: What are costs of quality? Task: Create your list of quality costs and share with the class. What is the relationship between quality and productivity? Cost of Quality Cost of Quality Cost of Quality Chapter Eleven Cost of Quality Quality cost A quality cost is considered to be any cost that the company would not have incurred if the quality of the product or service were perfect. Cost of Quality Quality costs Total quality costs are the sum of prevention costs, appraisal costs, and internal and external failure costs. Cost of Quality Quality costs increase over time Failure Costs Time when failure found Prevention Costs Failure found during design phase Failure found at onset of manufacture Failure found at final inspection Failure found at installation Field repair costs Failure found by customer Liability costs Cost of Quality Reprocessing Rejects Customer returns Warranty expenses Lost sales Overtime to correct errors Extra inventory Premium freight costs Extra process capacity Loss of goodwill Process downtime Delays Extra inventory Hidden Costs of Poor Quality Cost of Quality TQM Element Financial Measure Non-financial Measure Customer satisfaction External failure cost. Field service expense. Results of customer satisfaction survey. On-time delivery. Number of customer complaints. Internal performance Appraisal cost. Internal failure cost. Prevention cost. Defect rates Yields Lead times Idle capacity Unscheduled machine downtime Balanced Score Card Traditional Model Cost of appraisal plus prevention Failure costs Total quality costs Quality of conformance 0% 100% Cost per good unit of product Emerging COQ Model Cost of appraisal plus prevention Failure costs Total quality costs Quality of conformance 0% 100% Cost per go