Title :
Modeling the cost of poor quality
Author :
Barbará, Claudia ; Eutrópio, Edmundo ; de Souza, C. ; Catunda, Rosangela
Author_Institution :
Dept. of Ind. Eng., Pontificia Univ. Catolica, Rio de Janeiro, Brazil
Abstract :
The paper presents the Oi experience on the implementation, through simulations, of a model for reducing non quality process costs of three categories: non-conformance issues, service failures and loss of income due to lack of quality. The model is based on concepts of improved quality, and enables the identification of the cost of non-quality factors. The simulations allow a quick view of the process cost reduction with the scenario of the improvements identified in the studies.
Keywords :
cost reduction; quality management; Oi telecommunications company; income loss; nonconformance issues; nonquality factor cost; nonquality process cost reduction; service failures; Business; Companies; Corporate acquisitions; Costs; Engineering management; Fault diagnosis; Industrial engineering; Management training; Quality management; Telephony;
Conference_Titel :
Simulation Conference, 2008. WSC 2008. Winter
Conference_Location :
Austin, TX
Print_ISBN :
978-1-4244-2707-9
Electronic_ISBN :
978-1-4244-2708-6
DOI :
10.1109/WSC.2008.4736221
