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Alcazarquivir Lda manufactures and sells industrial grinders. The following table presents financial information pertaining to quality in 2006 and 2007 (in €000):
2007
2006
Sales
€12 500
€10 000
Line inspection
85
110
Scrap
200
250
Design engineering
240
100
Cost of returned goods
145
60
Product-testing equipment
50
Customer support
30
40
Rework costs
135
160
Preventive equipment maintenance
90
35
Product liability claims
Incoming materials inspection
20
Breakdown maintenance
Product-testing labour
75
220
Training
120
45
Warranty repair
300
Supplier evaluation
1. Classify the cost items in the table into prevention, appraisal, internal failure or external failure categories.
2. Calculate the ratio of each COQ category to sales in 2006 and 2007. Comment on the trends in costs of quality between 2006 and 2007.
3. Give two examples of non-financial quality measures that Alcazarquivir could monitor as part of a total-quality-control effort.
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