Kvantifikovanje kvaliteta: pokazatelji opravdanosti unapređenja kvaliteta procesa i proizvoda
Quantification Of Quality: The Indicators Of Justification Of The Improvement Of Processes And Product Quality

Summary/Abstract: At the beginning of the 21st century quality is still considered as the dominant factor of enterprise’s competitiveness. Actually, it represents the basis for providing sustained competitiveness. Quality is usually connected to providing customers’ satisfaction and their loyalty in order to increase an enterprise’s market share and, consequently, profitability. However, quality improvement effects are not always obvious and therefore quality improvement projects may be rejected or disapproved by higher managers only due to misunderstanding of effects. Therefore, quality managers have to explain them in their own language – through financial indicators, in numbers, the effects of quality improvement. The aim of this paper is to show that quality improvement provides bottom-line results, but that final effects are in financial sphere. The paper is based on two hypotheses: (1) poor quality, noted by customers, produces financial losses and (2) traditional financial indicators may be modified and used for evaluations of quality improvement effects. The first hypothesis assumes explanation of loss function, formulated by Taguchi, who aimed to show that quality absence, through competitiveness’ decreasing, provides losses to an enterprise. The second hypothesis assumes analysis of costs of quality and usage of information about these costs for calculating traditional indicators, such as: break-even point, leverage, return on investment, payback period.

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