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 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
- Product liability