A New Approach for Measuring Cost of Quality Using BSC: A Fuzzy Approach

Abstract

In today's competitive markets quality as a competitive advantage is important, but quality always comes with price, so cost of quality recognition and proper division has always attracted attention of many researchers in the literature. The related literature show that from the time quality costing is introduced, all attentions were to identify the different costs of quality and sometimes there were different views to these costs which have similarities in the principle of classifications. Despite to successful reports provided for implementing these methods in identifying costs of quality, it can be seen a gap in improvement processes. Although the identification of costs and improvement projects in this field, often improve the level of products and service quality and ultimately lead to increased customer satisfaction, But certainly there is a significant difference between non-optimum and optimum resource allocation in receiving results. The aim of this study is to design an approach that reach to a certain quality level in a consistent and cost less way. In this approach, after identifying the types of quality costs, difference in importance of costs is determined. The first weight comes from financial results obtained from costs identification, indeed it is the proportion of the financial load of each cost to total quality costs. Stakeholder opinion based on BSC in second weight calculating process comes into AHP as expert group.

Keywords

• cost of quality
• quality techniques
• bsc
• ahp
• fuzzy topsis