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 organisation, and the issues that producing low-quality outputs can create for the organisation:
- Benefits for the organisation: high-quality outputs can deliver strong external benefits for an organisation, 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 ...