Purpose – The purpose of the paper is to present a proactive quality costs measurement methodology, which describes the value of quality improvements and the implication of this value on customers' perception regarding the value of the product. Design/methodology/approach – By describing the...

Purpose – The purpose of the paper is to develop existing tools or methodologies to measure customer value during acquisition and use, in such a way that the measures concurrently indicate the level of performance and more “accurately” identify the improvement opportunities....