Cost of Quality: Cost of Conformance & Cost of Nonconformance

这cost of quality包括一致性和不符合成本的成本, which is a crucial factor in quality planning.

质量很重要。它影响了所有行业，对许多公司来说是一个卖点。

For example, Toyota delivers high-quality products using Jidoka (Automation with Human Touch) and Just in Time methodologies that resonate with customers’ requirements.

因此，质量的基本定义之一是符合客户需求。

Quality should not be restricted to the inspection of deliverables; it must be built using procedures that collect stakeholders’ feedback and update the processes to improve efficiency further.

Organizations已经发现了管理质量与质量管理之间的关系。因此，他们采用了诸如Six Sigma, TQM, etc., to ensure that you integrate quality into processes from the beginning.

Quality comes at a cost because it is a deliberate effort to improve processes, products, and services.

但是，它最终付出了，如以下证词中很明显：

STMicroelecteonics, Inc. reduced lost-day injuries from 1.01 per 100 workers to 0.65 in three years, which is 74% below the industry average, and increased employee satisfaction levels through quality implementation.1

Dana Corporation lowered the internal defect rate by more than 75%. Employee turnover went below 1%, and economic value added increased from 15 million USD to 53 million USD in two years.1

质量会影响绩效和员工的士气。

Cost of Quality

Before we start discussing the cost of quality, let’s understand the quality.

What is Quality?

质量在许多组织的成功中起着关键作用。卖方控制的时代已经消失，买家现在推动了市场。结果，低品质的产品会影响市场领导。

质量已从传统制造业传播到服务行业，酒店，航空公司，医院等。它可能与性能，耐用性，可靠性，符合性，可使用性，美观性等有关。

对于服务行业，及时性，完整性，礼貌，响应能力，准确性，一致性，可访问性和便利性是关键质量参数。

A survey asked 86 managers to define quality in the United States.

Below are the results of the survey.

这se definitions show that customer satisfaction is the essence of quality. Product quality is high when the customer’s expectations are met or exceeded. A high-quality product causes less after-sales support, low product recall, and increased sales revenue.

Quality in Project Management

Quality in project management begins with planning with a vision, and this vision guides the quality processes.

在质量计划中，质量指标和质量管理计划是为质量保证和控制活动而制定的。

这goal of quality assurance (QA) is to follow apreventive approach, as prevention is better than a cure.

Here, activities like quality audits, design of experiments, data gathering, and analysis get carried out. In addition, these activities review the processes in the planning stage to ensure they conform to the requirements.

质量控制包括检查可交付成果。

您必须将质量设计为流程，而不是依靠检查。首先，预防P以于预防PEECTY优于检查，因为它首先将错误排除在过程中。

Now, let’s return to the topic on hand, i.e., the cost of quality.

质量的成本可能是前期或结果。

这preventive approach invests in quality upfront to keep defects from occurring, while the resultant cost is a failure.

质量成本是项目管理团队需要理解的概念。

Since it involves deliberate investment, it must be well-planned.

质量成本类型

质量类型包括一致性和不合格成本的成本，可以是四种类型：

Preventive Cost
Appraisal Cost
Internal Failure Cost
External Failure Cost

这first two costs are the cost of conformance, and the last two are the cost of non-conformance.

这formula to calculate the cost of quality is as follows:

质量成本=一致性成本 +不合格的成本

Cost of Conformance

This includes appraisal and prevention costs.

#1. Appraisal Cost

You spend appraisal costs in assessing work process elements. This includes testing, inspection, etc.

例如，对原材料进行了质量和校准设备和仪器的检查，以定期进行准确性和精确度。

In-process testing of deliverables ensures they comply with requirements.

Finally, you will inspect and test the finished product.

＃2。预防成本

Prevention costs include keeping equipment, employees, and methods safe from failure.

Training of personnel makes them skillful, resulting in less chance of poor performance.

质量计划将程序和指标置于适当的位置，而质量审核验证了标准方法的使用。

Control processes help prevent and eliminate sources of errors.

Cost of Nonconformance

这包括内部和外部故障成本。

＃3。内部故障成本

Rework impacts profits negatively. Therefore, getting it right the first time is necessary.

A scrap is a defective product that you cannot repair.

计划外的停机时间是系统故障可能导致的人小时损失。

由于质量较差，因此降低了产品的低估，因此损失了。

#4. External Failure Costs

外部故障始于制造商发现产品缺陷后产品召回，返回或交换产品。

通用汽车召回了全球3,040万辆因点火开关而在全球范围内的车辆，这些开关可能会在没有警告和禁用动力转向的情况下关闭发动机。失败至少导致124人死亡。

Warranty claims include repairing or replacing a product in the event of failure within a specified tenure. This is a loss to the manufacturer.

Customer defections are costly because they could lead to a chain of lost opportunities for business.

质量差增加了产品生命周期成本,as customers must spend money repairing the product after its warranty period.

质量模型成本的好处

It allows organizations to find the optimal cost for a quality investment.
它为进一步改进提供了一条途径。
It saves costs in the long run and increases brand recognition.
It helps boost sales.

Summary

质量成本是符合成本和不合格成本的总和。它显示了质量投资如何降低总体产品成本并增加组织利润。此外，它增加了品牌认可，改善流程和员工士气，并创造健康的工作环境。

References

Evans，J.R。和Dean，J，W。（2003），“总质量：管理，组织和战略”，第三版，汤姆森西南部，第3页，-5，96
Juran J. M., and Godfrey, A, B. (1998), “Juran’s Quality Handbook”, fifth edition, McGraw Hill, pg. 2.1-2.5, 8.1-8.25
国际六西格玛研究所，“六西格玛透露的培训书”，第二版，第1页。12。
bob手机客户端PMBOK指南，项目管理学院，第六版，第6页。272-283
https://www.copc.com/about-copc-inc/our-history/
https://global.toyota/en/company/vision-and-philosophy/production-system/
https://www.kiplinger.com/slideshow/investing/t052-s000-10-biggest-product-roduct-recalls-of-all-time/index.html