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The Cost of Quality
The cost of quality is measuring the cost associated with meeting, or not meeting the customer product or service requirements.
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• Prevention Costs - costs to prevent poor quality
• Appraisal Costs - auditing, evaluating, or measuring product
or services to ensure performance requirements are met.
• Failure Costs - non-conformance costs which includes internal
and external cost.
• Internal Failure Costs - occur before the product or service is
delivered to the customer.
• External Failure Costs - occur after the product or service is
delivered to the customer.​
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Reprinted with permission from: The Certified Manager of Quality/Organizational Excellence, 3rd Edition © 2006 ASQ, http://asq.org |
1. Customer Focus
2. Leadership
3. Involvement of People
4. Process Approach
5. System approach to management
6. Continual Improvement
7. Factual approach to decision making
8. Mutually-beneficial supplier relationships
Seven Basic Quality Tools
This document is taken from the ISO website with the permission of ANSI on behalf of ISO. (c) ISO 2013 - All rights reserved.
1. Cause-and-Effect Diagrams
2. Checksheets
3. Control Charts
4. Histograms
5. Pareto Charts
6. Scatter Diagrams
7. Flowcharts


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Reprinted with permission from: The Certified Manager of Quality/Organizational Excellence, 3rd Edition © 2006 ASQ, http://asq.org |
Customer Satisfaction Surveys
Seven New Quality Tools
1. Affinity Diagrams
2. Arrow Diagrams
3. Matrix Data Analysis
4. Matrix Diagrams
5. Process Decision Program Charts
6. Relation Diagrams
7. Tree Diagrams
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Reprinted with permission from: The Quality Toolbox, 2nd Edition © 2002 ASQ, http://asq.org
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In order to make continual improvements in an operation, and to maintain strong client relationships, we rely heavily on feedback after we complete a project. We use surveys to gather data, and this is very important to us. This information is reviewed in our management meetings so the results can be used to meet our objectives.
We also encourage our clients to use surveys in this way, or to collect information for marketing research and strategic planning.