Quality cost analysis: a case study of a Spanish organisation

Quality cost studies present a considerable lack of information on account of the existence of hidden quality costs. As a result, it is necessary to develop instruments that improve the estimations made and favour final data analysis. First, this paper develops an interesting and original tool based on fuzzy logic that will allow any business to improve its estimations of quality costs. This is possible by observing the organisation's position on Crosby's Quality Management Maturity Grid. Finally, data analysis will then take place using both linear and possibilistic regression. The suitability of the latter of these two is demonstrated for quality cost analysis as well as for making predictions. We have made use of a case study as research methodology.

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