This case study describes how CRC Industries uses cost of quality as a key measure for improving business results.
Since centering improvement efforts on cost of quality, the company has reduced failure dollars as a percentage of sales and saved hundreds of thousands of dollars.
Cost of quality can also be linked to other improvements at CRC Industries, including shipping error reductions, customer service order entry error reductions,
productivity increases, hazardous waste reduction, and profitability.
Susanne Donovan is director of Quality Systems for CRC
Industries in Warminster, Pennsylvania. She has more than 15
years’ experience in quality management and is an ASQ
Certified Quality Manager. She has a bachelor’s degree in chemistry
from Rider University, Lawrenceville, New Jersey, and is
currently working on earning her MBA from DeSales University, Allentown, Pennsylvania.