Describe a situation where you, as the customer, did not receive the product or service that you expected. What costs of quality did you, as the customer, incur? What costs of quality did the provider of the product or service incur?

Question

Quizplus · Accepted Answer

The Answer is I recently ordered a new laptop online and when it arrived, it was not the model that I had expected. I had specifically chosen a laptop with certain specifications for my work, and the one that was delivered did not meet those requirements. As a result, I had to spend time and effort returning the incorrect laptop and waiting for the correct one to be delivered. This incurred costs of quality for me in terms of time, effort, and potential impact on my work productivity.

As the provider of the product, the company incurred costs of quality in terms of the additional shipping and handling for the return of the incorrect laptop and the delivery of the correct one. They also incurred costs in terms of potential damage to their reputation and customer satisfaction, as well as the resources required to address the mistake and ensure that the correct product was delivered to me. Overall, this situation resulted in both direct and indirect costs of quality for both myself as the customer and the provider of the product.

Describe a Situation Where You, as the Customer, Did Not