Ademar Santos JuniorID: 609612

SYSTEMS ENGINEERING AND ANALYSISWINTER SESSIONHOME WORK CHAPTER 3

Q 16 List and explain the four major categories of quality costs. Give examples of each

The four major categories of quality costs are prevention costs, appraisal costs, internal failure cost and external failure costs. Prevention costs are preventions made to avoid nonconforming and defected products to reach the customer. Examples: Suppliers evaluation, error proofing and quality improvement tests and education.Appraisal costs are associated with measurement and analysis of data. There are efforts to ensure conformance to requirements and avoid defects. Examples: Field testing, calibration of measuring and test equipment and final inspection testing.Add to this supplier evaluation and incoming inspection.Internal failure costs are associated with unsatisfactory quality in the products before delivery it to the customer. Examples: Re-design, delays, rework, shortages, downgrading costs.External failure costs are the costs after defected products reach the customers. Example: Environmental costs, warranties and complaints costs.External failure is very serious when customers are lost and sometimes warranties and recall are cause for a company to file for bankruptcy.8/10

Q 22 Define the voice of the customer. What are some of the key approaches to gathering customer information?

The voice of the customer is the term used to describe the stated and unstated needs or requirements of the customer. This process is used to capture the requirements/feedback from the customer (internal or external) by direct discussion or interviews, surveys, focus groups, customer specifications, observation, warranty data, field reports and complaint logs. It is used to provide the customers with the best in class service/product quality.8/10

Overall 8/10