Dear All

I working in telecom industry i trying to establish formal COPQ measurements
Could you advise which costs shlould i treat as a Cost of poore quality except official comaplaints
best regards

I will try to answer in a generic sense as I don't know just what you do in your company.

Any additional cost incurred because of poor quality should be considered. For example, time spent by an employee to record, investigate and correct a nonconformance. Any materials used because of the mistake should be counted. For example, if you used a form to record the information and each form cost $1, then you would add that as material cost. If the nonconformance forced more phone calls to resolve it, the cost of the extra calls would be added.

Even mistakes made internally should be counted, even if it didn't affect the customer. For example, if you really did have a $1 form and someone kept messing them up while trying to fill them out, they would be wasting the forms. This could be considered "scrap" and should be counted.

Just some thoughts to get you started. I hope I understood.

Dave