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Title: Quality Costing: A Key Tool for Enhancing Customer Satisfaction and Efficiency
Page: 57- 64
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For Abstract: Click Here

Quality costing, also known as the Cost of Quality (COQ), is a strategic framework that helps organizations manage and improve the quality of their products and services while minimizing operational inefficiencies. In today's competitive business environment, ensuring high quality is not just an option but a necessity for organizations aiming to build customer loyalty and a strong market reputation. This paper delves into the critical components of quality costing, which include prevention costs, appraisal costs, internal failure costs, and external failure costs, each contributing to a comprehensive approach for managing quality-related expenses. Prevention costs are incurred to avoid defects before they occur, while appraisal costs focus on evaluating and inspecting products to ensure they meet quality standards. Internal failure costs arise from defects found before products reach customers, whereas external failure costs result from defects discovered after the product has been delivered to the customer, potentially damaging the organization’s reputation. Beyond its immediate financial benefits, quality costing facilitates informed decision-making by providing data that helps organizations assess quality risks and prioritize improvements. It plays a crucial role in reducing risks associated with product failures, thus enhancing competitive advantage in a highly dynamic market. Moreover, this paper explores various methods for measuring COQ, emphasizing that accurate measurement is key to realizing the full benefits of this tool. It also offers recommendations on how businesses can leverage quality costing to drive continuous improvement, foster innovation, and promote sustainability in their operations.

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