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tion ? Avoidable costs ? (Price of Nonconformance = PONC) – Internal failure – External failure Olin School of Business Washington University Panos Kouvelis Manufacturing Management 16 Appraisal costs ? Test and inspection materials and services ? Wages of inspection personnel ? Product quality audits ? Maintenance of test equipment ? Customer satisfaction audits ? Supplier appraisals ? Employee surveys ? Mystery shopper program Olin School of Business Washington University Panos Kouvelis Manufacturing Management 17 Prevention costs ? Quality planning ? Process control ? Education and training ? Preventive maintenance ? Supplier training/certification ? Failure analysis ? Customer relationship management ? Quality systems development Olin School of Business Washington University Panos Kouvelis Manufacturing Management 18 Internal failure costs ? Scrap ? Rework ? Downtime/overtime ? Downgrading/disposition ? Analysis of scrap/rework ? Accidents/injuries ? Employee turnover ? Loss of morale ? Handling grievances Olin School of Business Washington University Panos Kouvelis Manufacturing Management 19 External failure costs ? Complaints processing ? Warranty ? Product recall ? Product liability ? Field service ? Repair ? Administrative costs Olin School of Business Washington University Panos Kouvelis Manufacturing Management 20 PONC estimates COMPANY YEAR PONC as percentage of sales IBM 1980 1540 Motorola 1986 13 Heinz 1989 ($350400 Million) Motorola 1989 8 ($800 Million) Olin School of Business Washington University Panos Kouvelis Manufacturing Management 21 General electric estimates STAGE Cost per defect per product Supplier inspection cost $ Ining inspection cost $ Fabrication inspection cost $ Subproduct test cost $ Final product test cost $ Product service cost $ Olin School of Business Washington University Panos Kouvelis Manufacturing Management 22 Traditional processes Cost Conformance Quality 0% 100% Total cost PONC POC Olin School of Business Washington University Panos Kouvelis Manufacturing Management 23 Emerging processes Cost Conformance Quality 0% 100% Total cost PONC POC Olin School of Business Washington University Panos Kouvelis Manufacturing Management 24 Quality and productivity Productivity = Output Input ? Common roots: Design for manufacturability Simplicity Improved equipment Better maintenance Less downtime Worker motivation Olin School of Business Washington University Panos Kouvelis Manufacturing Management 25 Quality and profitability ? Profit = Revenue Cost = (Price) (Sales) Cost Olin School of Business Washington University Panos Kouvelis Manufacturing Management 26 Quality and profitab