Company Name: Department: Respondents Designation: Based on your experience what do you think about the quality costs

program of the company with each of the following? Always= 6, Very Frequently = 5 occasionally =4, rarely = 3, Very rarely = 2, Never = 1

Prevention Costs 6
1. Do you conduct marketing research for providing high quality service? 2. Do you review your contract with customers to avoid any mistake in providing service? 3. Do you keep on reviewing design quality progress of your service? 4. Do you conduct qualification test for your service design? 5. Before the introduction of any service are there field trials conducted to evaluate its quality level? 6. Do you evaluate supplier quality activities before selection? 7. Do you have a systemized process of supplier selection? 8. After selection, does you review performance of your supplier? 9. Do you have valid processes for your operations in providing best service to

customers? 10. Do you plan your operations like wise to ensure high quality in your service? 11. Do you design and develop Quality measurement and control equipment? 12. Do you incur expenses on quality administration? 13. Do you provide education and training for quality?

Appraisal Costs
14. Do you test and inspect incoming materials? 15. Do you inspect quality of in-process materials? 16. 17. Do you conduct service Quality audits? Do you keep on inspecting and testing your services? 18. Do you spend cost on maintenance of your testing equipments? 19. Do you create depreciation allowance for your testing equipments? 20. Do you evaluate your service on field performance? 21. Do you review and analyze your test and inspection data for quality assurance?

Internal Failure Cost

22. Do you take any corrective action for design of your service if it is not meeting

your quality standard? 23. Do you incur cost for change in the design of your service? 24. Do you incur any cost for analyzing root cause of internal failure? 25. Do you incur cost for replacement of your inputs if they are the cause of low quality service? 26. Do you provide your service on reduced price due to quality reasons? 27. Do you incur cost for correcting low quality service during operations? 28. Do you incur cost on correcting the operations which are resulting in low quality? 29. Do you spend cost on retesting your service after revision or rework? 30. Do you incur cost on your failure analysis or troubleshooting?

External Failure Cost

31. Do you investigate for the customer complaints about service? 32. Does your sale decrease due to problem in quality service? 33. Do you pay for claims made against poor service? 34. Do you incur above than normal costs to meet the expectations of customers?

35.

Do you incur cost for updating service facilities which have deficiencies?