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Modeling the cost of poor quality

The paper presents the Oi experience on the implementation, through simulations, of a model for reducing non quality process costs of three categories: non-conformance issues, service failures and loss of income due to lack of quality. The model is based on concepts of improved quality, and enables the identification of the cost of non-quality factors. The simulations allow a quick view of the process cost reduction with the scenario of the improvements identified in the studies.