Expanding the definition of quality costs beyond the conformance and nonconformance dichotomy

Armando Elizondo-Noriega, Mario G. Beruvides, David Güemes-Castorena

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

2 Scopus citations

Abstract

Satisfying customer's needs is the main goal in both quality and innovation management. However, the relationship between innovation management and quality management is not fully understood in the quality literature. One way to understand this complex relationship is via cost of quality (COQ) studies. COQ is the sum of conformance and nonconformance costs, but the conformance-nonconformance dichotomy seems to be ambiguous and arbitrarily defined. The ambiguity in the conformance and nonconformance terminology prevents observing the relationship between innovation and quality management. In the current work that ambiguity is demonstrated via the analysis of a paradox between properly managing and reducing product returns in consumer electronics. Also, the inhibition mechanism preventing the ability to observe the abovementioned relationship is made visible. It is critical and necessary to redefine the COQ not only on conformance and nonconformance terms, but also on a holistically and consistent basis to aid in quality policy making process.

Original languageEnglish
Title of host publicationPICMET 2017 - Portland International Conference on Management of Engineering and Technology
Subtitle of host publicationTechnology Management for the Interconnected World, Proceedings
EditorsTimothy R. Anderson, Kiyoshi Niwa, Dundar F. Kocaoglu, Tugrul U. Daim, Dilek Cetindamar Kozanoglu, Gary Perman, Harm-Jan Steenhuis
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages1-7
Number of pages7
ISBN (Electronic)9781890843366
DOIs
StatePublished - Nov 29 2017
Event2017 Portland International Conference on Management of Engineering and Technology, PICMET 2017 - Portland, United States
Duration: Jul 9 2017Jul 13 2017

Publication series

NamePICMET 2017 - Portland International Conference on Management of Engineering and Technology: Technology Management for the Interconnected World, Proceedings
Volume2017-January

Conference

Conference2017 Portland International Conference on Management of Engineering and Technology, PICMET 2017
CountryUnited States
CityPortland
Period07/9/1707/13/17

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