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Importance of quality (Why? (Long term sustainability, Increase…
Importance of quality
Why?
Long term sustainability
Increase competitive advantage
Decrease costs/waste
Improve customer perceptions
Reduce brand damage
Meet customer needs
Cost of quality
Prevention
Avoid errors
Appraisal
measure level
Internal - cost of defects
during production
External costs of defects
customers
Internal
External
Quality management
Customer perspective
Measurements
Assess
Improve
Responsible - All
All stages
All customers
Internal
External
Systems/Frameworks
ISO 9000
EFQM
Quality
Assurance
All processes
Proactive
Control
Technical aspects
Reactive