Hi All,
I have been recently reviewing and trying to update our use of the COPQ metrics that we generate each year. In trying to improve how we use this metric I started thinking, that this has implications beyond the financial.
This started me thinking, how could I record the cost of poor quality in terms of reputation. Has anyone tried to do this? I know this may form part of 8.2.1 Customer Satisfaction for you TS companies out there, but how have people put this into measurable metrics?
I was thinking maybe any issue that reaches the customer has a severity rating and shows how the potential reputation of the organisation could have been damaged? Cost to the organisation extends further than immediate short term financial measures.
Any thoughts or examples, greatly appreciated.
I have been recently reviewing and trying to update our use of the COPQ metrics that we generate each year. In trying to improve how we use this metric I started thinking, that this has implications beyond the financial.
This started me thinking, how could I record the cost of poor quality in terms of reputation. Has anyone tried to do this? I know this may form part of 8.2.1 Customer Satisfaction for you TS companies out there, but how have people put this into measurable metrics?
I was thinking maybe any issue that reaches the customer has a severity rating and shows how the potential reputation of the organisation could have been damaged? Cost to the organisation extends further than immediate short term financial measures.
Any thoughts or examples, greatly appreciated.