TY - GEN
T1 - Expanding the definition of quality costs beyond the conformance and nonconformance dichotomy
AU - Elizondo-Noriega, Armando
AU - Beruvides, Mario G.
AU - Güemes-Castorena, David
N1 - Funding Information:
We want to thank Mr. Naveen Tiruvengadam, a Ph.D. Student at the Systems and Engineering Management program at Texas Tech University, for his questions, edits and comments that have been useful. Also, we want to show gratitude to Texas Tech University, Tecnológico de Monterrey, and CONACyT for the support given to write this work.
Publisher Copyright:
© 2017 IEEE.
PY - 2017/11/29
Y1 - 2017/11/29
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=85031030321&partnerID=8YFLogxK
U2 - 10.23919/PICMET.2017.8125414
DO - 10.23919/PICMET.2017.8125414
M3 - Conference contribution
AN - SCOPUS:85031030321
T3 - PICMET 2017 - Portland International Conference on Management of Engineering and Technology: Technology Management for the Interconnected World, Proceedings
SP - 1
EP - 7
BT - PICMET 2017 - Portland International Conference on Management of Engineering and Technology
A2 - Anderson, Timothy R.
A2 - Niwa, Kiyoshi
A2 - Kocaoglu, Dundar F.
A2 - Daim, Tugrul U.
A2 - Kozanoglu, Dilek Cetindamar
A2 - Perman, Gary
A2 - Steenhuis, Harm-Jan
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 2017 Portland International Conference on Management of Engineering and Technology, PICMET 2017
Y2 - 9 July 2017 through 13 July 2017
ER -