CHAPTER 14: CONSTANTLY MEASURABLE QUALITY

How much does quality cost?

Although how much does quality cost? is not a trick question, it does have three different answers – particularly where the cost of quality is considered against both the value that high-quality outputs can bring to the organization, and the issues that producing low-quality outputs can create for the organization:

  • Benefits for the organization: high-quality outputs can deliver strong external benefits for an organization, including a positive public image, repeat customers and competitive advantage in the marketplace. However, it can also deliver significant internal benefits, such as reduced overheads, more satisfied employees and fewer last-minute ‘fire-fighting’ activities ...

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