Costs Of Poor Quality

1.0 PREVENTION COSTS The costs of all activities specifically designed to prevent poor quality in products or services. 1.1 Marketing/Customer/User Costs incurred in the accumulation and continued evaluation of customer and user quality needs and perceptions (including feedback on reliability and performance) affecting their satisfaction with the companys product or service. 1.1.1 Marketing Research The cost of that portion of marketing research devoted to the determination of customer and user quality needsattributes of the product or service that provide a high degree of satisfaction. 1.1.2 Customer/User Perception Surveys/Clinics The cost of programs designed to communicate with customers! users for the expressed purpose of determining their perception of product or service quality as delivered and used, from the viewpoint of their expectations and needs relative to competitive offerings.