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Costen, Inc., produces cellphone equipment. Jessica Tomly, Costen’s president, decided to devote more resources to the...

Costen, Inc., produces cellphone equipment. Jessica Tomly, Costen’s president, decided to devote more resources to the improvement of product quality after learning that her company had been ranked fourth in product quality in a 2009 survey of cellphone users. Costen’s quality-improvement program has now been in operation for two years, and the cost report shown here has recently been issued.

Semi-Annual Cost of Quality Report

Costen, Inc.

30 / 06 / 2010

31 / 12/ 2010

30 / 06 / 2011

31 / 12 / 2011

Prevention costs

   Maintenance

   Supplier training

   Design reviews

       Total

440 000

20 000

50 000

510 000

440 000

100 000

214 000

754 000

390 000

50 000

210 000

650 000

330 000

40 000

200 000

570 000

Appraisal costs

   Incoming inspections

   Final testing

       Total

108 000

332 000

440 000

123 000

332 000

455 000

90 000

293 000

383 000

63 000

203 000

266 000

Internal failure costs

   Rework

   Scrap

       Total

231 000

124 000

355 000

202 000

116 000

318 000

165 000

71 000

236 000

112 000

67 000

179 000

External failure costs

   Warranty repairs

   Customer returns

       Total

165 000

570 000

735 000

85 000

547 000

632 000

72 000

264 000

336 000

68 000

188 000

256 000

Total quality costs

2 040 000

2 159 000

1 605 000

1 271 000

Total revenues

8 240 000

9 080 000

9 300 000

9 020 000


Required:

4.1    For each period, calculate the ratio of each cost of quality category to revenues and to total quality costs.

4.2    Based on the results in 4.1, would you conclude that Costen’s quality program has been successful? Prepare a short report to present your case.

Solutions

Expert Solution

30.06.2010 31.12.2010 30.06.2011 31.12.2011
Maintenance Costs              440,000            440,000            390,000            330,000
Supplier Rating                20,000            100,000              50,000              40,000
Design Reviews                50,000            214,000            210,000            200,000
Prevention Costs              510,000            754,000            650,000            570,000
Incoming Inspections              108,000            123,000              90,000              63,000
Final Testing              332,000            332,000            293,000            203,000
Appraisal Costs              440,000            455,000            383,000            266,000
Rework              231,000            202,000            165,000            112,000
Scrap              124,000            116,000              71,000              67,000
Internal Failiure Costs              355,000            318,000            236,000            179,000
Warranty repairs              165,000              85,000              72,000              68,000
Customer returns              570,000            547,000            264,000            188,000
External Failure costs              735,000            632,000            336,000            256,000
Total Quality Costs          2,040,000        2,159,000        1,605,000        1,271,000
Total Revenue          8,240,000        9,080,000        9,300,000        9,020,000
Cost of Good Quality
a) Prevention Costs
b) Appraisal Costs
Cost of Poor Quality
a) Internal Failure Costs
b) External failure costs
Cost of quality Cost of good quality + cost of poor quality
Ratio of each cost of quality category to revenues
30.06.2010 31.12.2010 30.06.2011 31.12.2011
Prevention Costs              510,000            754,000            650,000            570,000
Revenue          8,240,000        9,080,000        9,300,000        9,020,000
Ratio of Prevention costs to revenue                     0.06                   0.08                   0.07                   0.06
Appraisal costs              440,000            455,000            383,000            266,000
Ratio of Appraisal costs to revenue                     0.05                   0.05                   0.04                   0.03
Internal Failiure Costs              355,000            318,000            236,000            179,000
Ratio of Internal failure costs to revenue                     0.04                   0.04                   0.03                   0.02
External Failure costs              735,000            632,000            336,000            256,000
Ratio of External failure costs to revenue                     0.09                   0.07                   0.04                   0.03
Total Quality Cost          2,040,000        2,159,000     

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