Determination and analysis of quality costs in the Granma Electricity company 341 245

Abstract

The current competitive environment requires companies from all sectors of activity to make a constant effort to improve on different fronts. Among these cases it is worth mentioning the redesign of processes, the improvement of productivity, the reduction of costs and the achievement of good quality to improve customer satisfaction. These efforts mean that the only way to stay and prosper is to provide better products and services, from the customers' perspective, at the lowest possible cost. As a consequence, many companies or institutions are implementing quality improvement or total quality programs. The challenges in the economic and financial field of quality management demand the evolution of traditional schemes to new trends. That is why the insufficiencies in the management of quality costs constitute the main problem in this investigation. Correspondingly, the objective is aimed at applying a procedure to determine and analyze the quality costs in the Electric Company of Granma.