Discovering hidden truths

Abstract

Aims to show how collecting the costs of quality can change the way in which management perceives what is happening in an organization. Defines what cost of quality means. Explains how to establish the cost of quality in all areas of the business, from customer complaints to production yield, capital projects and process control. Concludes that the value of cost of quality evaluations is the challenge it provides to existing attitudes by comparing existing practices against perfection.

Citation

Lacey, P. (1992), "Discovering hidden truths", The TQM Magazine, Vol. 4 No. 2. https://doi.org/10.1108/09544789210034293