Cost of Quality (COQ) Resource Center

Cost of Quality: External Failures

Defects found (and reported) by customers and the impact of those failures.

When an External Failure occurs, a chain reaction is often triggered that involves many unanticipated tasks and related cost.

Cost of Quality: External Failures

Cost of Quality inputs for External Failures can be summarized under the following 4 categories

  • Technical support
  • Returns and/or replacements
  • Defect investigation
  • Warranty and liability claims, recalls

External Failures include:

  • Customer complaints
  • Returns Warranty issues
  • Recalls
  • Product liability