摘要：In this paper the authors aim to analyze the impact of the implementation of the quality system based on ISO 9001:2008, on the overall efficiency of the organizations. For this purpose non-quality costs will be defined, classified and evaluated and there will be made relevant proposals for highlighting and quantifying them. The approach is focused on studying the effects of the failures in quality and the cost of these failures, but also on non-quality and its assessment methodology and benchmarks to monitor the progress in improving quality. At the end of the paper some methods are proposed to improve the control of non-quality costs.
关键词：Quality system; Quality costs; Non-quality; Non-quality assessment; Total quality management
