Consumer Affairs
As a service or deliver a product that produces dissatisfaction in the customer, this does not re-buy or costs produced by return, either for non-compliance in terms of negotiation, such as delivery times, false promises from vendors, higher closing costs, among other reasons. Customer service actually generates revenue, not expenses. A bad service produces non-quality costs and contributes to the recovery of the portfolio that affects the area of billing and financial area to recover outstanding amounts not timely aspectop that many companies have overlooked is suggests that the “non-quality costs “can mean about 20 to 25% of the total invoiced value. Definitely these costs vary in each organization, but efforts should be directed to initiate processes to avoid them as identification to be presented to management committees amazed by their numbers and projections and the alarm will be the driving force behind processes of change towards a new orientation towards Customer Service. Yturralde reminds us that there are three factors to determine the Costs of Non-Quality: Cost Performance .- Costs associated with making things right, ie error-free costs. Rework costs .- Costs associated with making things again, restore, repair or correct faults. Detection and Prevention costs .- Costs associated with quality control, namely the identification of possible errors before “these will be around the customer” and the same error detection once the product or service has been delivered to client.
Yturralde gives us the organization U.S. Office of Consumer Affairs established a basis for the calculation of Non-Quality and the effect is necessary to know three categories: annual income of your organization Number of Customers of your organization Amounts required to capture and hold The Your organization’s annual revenues relate to the billing company in an exercise to achieve, the number of clients your organization will be represented by the sum of these within the same period and the amount required to acquire and keep, including marketing costs , advertising and sales. (Promotions and discounts) There are three factors to determine the Costs of Non-Quality: Cost Performance .- Costs associated with making things right, ie error-free costs. Rework costs .- Costs associated with making things again, restore, repair or correct faults. Detection and Prevention costs .- Costs associated with quality control, namely the identification of possible errors before “these will be around the customer” and the same error detection once the product or service has been delivered to client. Definitely, the cost of quality is not erroneous assessment of non-measurable negative losses caused or could cause quality failures.
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