This benchmarking tool outlines the key performance indicators (KPIs) for implementing total quality management (TQM) across the organization.
TQM requires commitment and persistence. This tool explains that quality will always have a cost, but many companies are demonstrating that investments in quality always provide returns. Cost of quality reporting essentially views costs of quality as "good" costs and "poor" costs. "Good" costs are those incurred by the company in delivering customer satisfaction. "Poor" costs arise from situations that create customer dissatisfaction, or processes that create satisfaction through an inefficient process.