Costs of quality analysis, non-financial quality measures. (20 minutes)
Alcazarquivir Lda manufactures and sells industrial grinders. The following table presents financial information pertaining to quality in 2006 and 2007 (in €000):
|
|
2007
|
2006
|
|
Sales
|
€12 500
|
€10 000
|
|
Line inspection
|
85
|
110
|
|
Scrap
|
200
|
250
|
|
Design engineering
|
240
|
100
|
|
Cost of returned goods
|
145
|
60
|
|
Product-testing equipment
|
50
|
50
|
|
Customer support
|
30
|
40
|
|
Rework costs
|
135
|
160
|
|
Preventive equipment maintenance
|
90
|
35
|
|
Product liability claims
|
100
|
200
|
|
Incoming materials inspection
|
40
|
20
|
|
Breakdown maintenance
|
40
|
90
|
|
Product-testing labour
|
75
|
220
|
|
Training
|
120
|
45
|
|
Warranty repair
|
200
|
300
|
|
Supplier evaluation
|
50
|
20
|
1. Classify the cost items in the table into prevention, appraisal, internal failure or external failure categories.
2. Calculate the ratio of each COQ category to sales in 2006 and 2007. Comment on the trends in costs of quality between 2006 and 2007.
3. Give two examples of non-financial quality measures that Alcazarquivir could monitor as part of a total-quality-control effort.