May 24, 2018

What is Poor Quality Costing You?

by Guest Blogger

My colleagues have written recently about the critical importance of delivering high-quality products to our customers. Quality is how we build trust with our customers, and our reputation depends on it.

And while there are plenty of ways to ensure quality in the window and glass manufacturing process, I wanted to focus on the impacts poor quality can have across your entire business. What hidden costs are associated with poor quality products? What’s at stake for our reputation? What do we really stand to lose?

Here are some things to consider:

Cost of poor quality. A former quality expert with the computer company IBM popularized the theory of cost of poor quality (or COPQ) in the late 1980s.  It’s a theoretical view of the costs that would be eliminated if a business were delivering “perfect” quality to its customers 100 percent of the time.

100 percent quality consistency might not be realistic, but it offers us a way to target specific areas of our businesses with the goal of continuous improvement. COPQ isn’t hard and fast, but it generally accounts for things like the labor cost involved in fixing an issue; the cost of extra materials used; the cost of lost opportunities; lost sales, revenue and market share; and the cost of inferior service being provided to your customers, who might go looking elsewhere if they’re experiencing a problem.
Speaking of which…

Customer dissatisfaction. Customers in any industry are more empowered than ever before. With the ability to communicate to wide audiences via review websites and social media, customer dissatisfaction can have real ramifications for your business. And it can be difficult to recoup goodwill that you’ve lost with customers who have received a poor-quality product.

Check out a few of these statistics compiled by on the cost of unhappy customers:

  • Customers are three times more likely to tell others about a negative experience they had with a brand than a positive one.
  • 80 percent of consumers report their unwillingness to purchase from a business that has negative reviews online.
Of course, the customer experience extends beyond just the product they might be purchasing from a business. Oftentimes, proactive engagement and responsive customer service can turn a poor experience into one that reflects well on your company. But by the same token, delivering a quality product effectively eliminates the need for any kind of reactive response.

Want to know how you can boost quality on your plant floor? Get in touch with our Technical Services team today
Questions or comments? Contact me directly at

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Posted: May 24, 2018 by Guest Blogger Filed under: customer, quality, satisfaction