How to Treat the Operating Cost of Customer Service center in the perspective of cost of quality?

by Jungeun
(Korea)

IT company has the organization and infra for customer service. We call that customer service center. (Ex. Call center)

To operate the service center, the operating cost is needed.
(Ex. Call center labor cost, infra cost, etc)
I want to know the operating cost of the customer service center should be included in the external failure cost or not.
Ideally if the company make perfect product then they don't need to operate the customer service center.
I think we could include the operating cost only the portion of service (of customer service center) caused by poor quality of their product.
Please let me know, how to treat the operating cost of customer service center in the perspective of cost of quality.
Thank you.

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Jun 02, 2017
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starstarstarstarstar 		Reply from Bexcellence.org
by: Robert

Good question,

I would need to know more about the role of your customer service center. Here are some thoughts...

Customer Service can help a customer determine the best product that meets the customer needs. They can detail product features to the customer. In this case this is classified as Preventive Quality Cost.

Customer Service that follows up on product defects that happen outside the business location is External Quality Cost.

Customer Service that informs customers of production delays and internal defects that may prevent the customer from receiving product, this is Internal Quality Cost.

Customer service that helps the customer figure out the problem is Appraisal Quality Costs. If the customer service then provides a solution, this is external quality costs.

It's impossible to capture all the Quality Costs. But it is key that you define (document the definition) the quality costs within your organization and collect data to that definition. Review that data and move your quality cost downstream to preventive quality costs.

-Robert

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