Merle Bland, F.; Maynard, John; Herbert, David W. - In: The TQM Magazine 10 (1998) 5, pp. 367-377
The purpose of this paper is to describe a methodology for measuring “cost of poor quality” within an administrative process. The methodology provides primarily a process analysis tool, but it can also be used as a quality measurement technique and a platform for activity based costing. The...