📱 Daftar via WhatsApp ✉️ Daftar via Email 📅 Lihat Jadwal

Training Cost of Quality Awareness – Quality Cost & Cost of Poor Quality (COPQ)

Training Cost of Quality Awareness merupakan program pelatihan profesional yang dirancang untuk membantu perusahaan memahami, mengidentifikasi, mengukur, menganalisis, melaporkan, dan mengurangi biaya yang berkaitan dengan kualitas atau Cost of Quality (COQ).

Biaya kualitas tidak hanya berasal dari produk yang reject atau harus dikerjakan ulang. Quality Cost juga mencakup biaya untuk mencegah terjadinya masalah kualitas, biaya pemeriksaan dan pengujian, serta berbagai kerugian akibat kegagalan kualitas baik sebelum maupun setelah produk atau layanan diterima pelanggan.

Melalui Training Cost of Quality Awareness, peserta akan memahami hubungan antara Quality dan Cost, mengenali kategori Prevention Cost, Appraisal Cost, Internal Failure Cost, dan External Failure Cost, serta memahami konsep Cost of Poor Quality (COPQ) sebagai dasar untuk menentukan prioritas Quality Improvement dan Cost Reduction.

Program ini juga membantu peserta mengubah informasi kualitas menjadi informasi finansial sehingga perusahaan dapat melihat dampak defect, reject, rework, scrap, inspection, customer complaint, warranty, return, downtime, dan berbagai masalah kualitas lainnya terhadap biaya serta profitabilitas perusahaan.

Mengapa Cost of Quality Penting?

Perusahaan dapat memiliki banyak data mengenai defect, reject, rework, complaint, downtime, dan masalah proses. Namun, apabila data tersebut tidak diterjemahkan ke dalam dampak biaya, manajemen dapat kesulitan menentukan masalah mana yang harus diprioritaskan untuk diperbaiki.

Cost of Quality membantu perusahaan menghubungkan Quality Performance dengan Financial Performance. Dengan mengetahui besarnya biaya pencegahan, penilaian, kegagalan internal, dan kegagalan eksternal, perusahaan dapat menentukan area improvement yang memberikan dampak terbesar terhadap kualitas, produktivitas, customer satisfaction, dan profitabilitas.

Manfaat Training

Memahami konsep Biaya Mutu atau Cost of Quality.
Memahami mengapa perusahaan perlu mengukur Quality Cost.
Memahami elemen-elemen Biaya Mutu.
Memahami berbagai model Cost of Quality.
Memahami Prevention Cost.
Memahami Appraisal Cost.
Memahami Internal Failure Cost.
Memahami External Failure Cost.
Memahami Cost of Poor Quality (COPQ).
Mampu mengidentifikasi sumber Quality Cost.
Mampu mengukur Biaya Mutu.
Mampu melakukan analisis Quality Cost.
Mampu menyusun Quality Cost Report.
Mampu menentukan prioritas Quality Cost Reduction.
Memahami hubungan Quality Improvement dengan Cost Reduction.
Memahami dampak kualitas terhadap profitabilitas perusahaan.
Mampu mengidentifikasi Hidden Cost of Poor Quality.
Mampu menyusun Quality Cost Improvement Action Plan.

Materi Training Cost of Quality Awareness

1. Mengapa Kita Harus Mengukur Mutu?

Quality sebagai bagian dari Business Performance.
Quality & Customer Satisfaction.
Quality & Productivity.
Quality & Cost.
Quality & Profitability.
Quality & Operational Excellence.
Financial Impact of Quality.
Quality Performance Measurement.

Pengukuran kualitas diperlukan agar perusahaan tidak hanya mengetahui apakah suatu produk atau proses memenuhi standar, tetapi juga memahami dampak finansial dari kualitas yang baik maupun buruk.

Definisi Biaya Mutu

2. Understanding Cost of Quality

Pengertian Cost of Quality.
Pengertian Quality Cost.
Cost of Conformance.
Cost of Non-Conformance.
Cost of Good Quality.
Cost of Poor Quality.
Visible Quality Cost.
Hidden Quality Cost.

Cost of Quality Model

3. PAF Model – Prevention, Appraisal & Failure

Kategori	Pengertian	Contoh
Prevention Cost	Biaya yang dikeluarkan untuk mencegah terjadinya defect dan masalah kualitas.	Training, Quality Planning, Preventive Maintenance, Process Improvement.
Appraisal Cost	Biaya untuk mengevaluasi, memeriksa, mengukur, dan menguji kualitas.	Inspection, Testing, Calibration, Audit, Laboratory Test.
Internal Failure Cost	Biaya akibat ketidaksesuaian yang ditemukan sebelum produk atau layanan diterima pelanggan.	Reject, Rework, Scrap, Retest, Downtime.
External Failure Cost	Biaya akibat masalah kualitas yang ditemukan setelah produk atau layanan diterima pelanggan.	Complaint, Return, Warranty, Recall, Field Failure.

Elemen Biaya Mutu

4. Prevention Cost

Quality Planning.
Supplier Quality Planning.
Process Planning.
Quality Training.
Quality System Development.
Preventive Maintenance.
Process Capability Improvement.
Quality Improvement Program.
Design Review.
Supplier Development.
Continuous Improvement.

Prevention Cost merupakan investasi untuk mencegah masalah kualitas sebelum terjadi. Peningkatan biaya pencegahan yang dilakukan secara tepat dapat membantu menurunkan biaya kegagalan yang jauh lebih besar.

5. Appraisal Cost

Incoming Inspection.
In-Process Inspection.
Final Inspection.
Product Testing.
Laboratory Testing.
Quality Audit.
Supplier Inspection.
Calibration.
Measurement System.
Inspection Equipment.
Verification & Validation.

6. Internal Failure Cost

Reject.
Rework.
Repair.
Scrap.
Retest.
Reinspection.
Sorting.
Downtime akibat Quality Problem.
Production Delay.
Material Waste.
Yield Loss.
Process Failure.

7. External Failure Cost

Customer Complaint.
Product Return.
Warranty Claim.
Product Recall.
Field Failure.
Replacement Cost.
Repair at Customer.
Expediting Cost.
Penalty akibat Quality Problem.
Complaint Handling Cost.
Lost Customer Awareness.
Loss of Reputation Awareness.

Cost of Conformance vs Cost of Non-Conformance

Kategori	Komponen	Tujuan / Dampak
Cost of Conformance	Prevention + Appraisal Cost.	Mencegah dan mendeteksi masalah kualitas.
Cost of Non-Conformance	Internal + External Failure Cost.	Biaya yang muncul karena produk, proses, atau layanan tidak memenuhi requirement.

Cost of Poor Quality (COPQ)

8. Understanding COPQ

Definisi Cost of Poor Quality.
Direct COPQ.
Indirect COPQ.
Visible COPQ.
Hidden COPQ.
Internal Failure.
External Failure.
Opportunity Loss Awareness.

Cost of Poor Quality (COPQ) membantu perusahaan melihat besarnya sumber daya yang hilang akibat pekerjaan yang tidak dilakukan dengan benar sejak awal. COPQ dapat berasal dari defect, rework, scrap, complaint, return, warranty, downtime, repeated inspection, repeated testing, dan aktivitas lain akibat ketidaksesuaian kualitas.

Hidden Cost of Poor Quality

9. Hidden Factory & Hidden Quality Cost

Repeated Work.
Repeated Inspection.
Repeated Testing.
Additional Handling.
Additional Transportation.
Emergency Shipment.
Schedule Disruption.
Production Delay.
Management Time.
Problem Investigation Time.
Customer Service Time.
Loss of Productivity.
Loss of Opportunity Awareness.

Tidak semua Quality Cost terlihat langsung pada laporan keuangan. Sebagian biaya tersembunyi di dalam aktivitas operasional, penggunaan tenaga kerja, waktu manajemen, kapasitas mesin, inventory, handling, dan aktivitas tambahan akibat masalah kualitas.

Iceberg Concept of Quality Cost

Konsep Quality Cost Iceberg menggambarkan bahwa biaya yang mudah terlihat seperti scrap, reject, rework, return, dan warranty sering kali hanya sebagian dari total biaya kualitas. Di bawah permukaan terdapat biaya tersembunyi seperti delay, extra inspection, additional handling, productivity loss, customer dissatisfaction, dan management time.

Model Biaya Mutu

10. Quality Cost Models

PAF Model.
Prevention Cost.
Appraisal Cost.
Failure Cost.
Cost of Conformance.
Cost of Non-Conformance.
Cost of Poor Quality.
Quality Cost Optimization.

Mengukur Biaya Mutu

11. Quality Cost Measurement

Identify Quality Cost Element.
Define Cost Category.
Collect Quality Data.
Collect Financial Data.
Determine Cost Calculation Method.
Calculate Quality Cost.
Validate Cost Data.
Classify Cost.
Analyze Cost.
Report Quality Cost.

Sumber Data Cost of Quality

Production Report.
Quality Inspection Report.
Reject Report.
Rework Report.
Scrap Report.
Customer Complaint Report.
Warranty Data.
Return Data.
Maintenance Report.
Downtime Data.
Supplier Quality Data.
Accounting Data.
Cost Accounting Data.

Quality Cost Calculation

12. Perhitungan Biaya Mutu

Material Cost.
Labor Cost.
Machine Cost.
Inspection Cost.
Testing Cost.
Rework Cost.
Scrap Cost.
Downtime Cost.
Warranty Cost.
Return Cost.
Complaint Handling Cost.

Quality Cost Ratio

13. Quality Cost Performance Indicator

Quality Cost as % of Sales.
Quality Cost as % of Production Cost.
COPQ as % of Sales.
Failure Cost Ratio.
Prevention Cost Ratio.
Appraisal Cost Ratio.
Quality Cost Trend.

Quality Cost Ratio membantu perusahaan membandingkan perkembangan biaya kualitas antarperiode dan melihat apakah Quality Improvement yang dilakukan menghasilkan dampak finansial yang diharapkan.

Analisis Biaya Mutu

14. Quality Cost Analysis

Quality Cost Breakdown.
Cost Category Analysis.
Trend Analysis.
Pareto Analysis.
Department Analysis.
Product Analysis.
Process Analysis.
Supplier Analysis.
Customer Complaint Cost Analysis.
Failure Cost Analysis.

Pareto Analysis for Quality Cost

Pareto Analysis dapat digunakan untuk mengidentifikasi beberapa sumber Quality Cost yang memberikan kontribusi terbesar terhadap total biaya sehingga perusahaan dapat memprioritaskan improvement pada masalah dengan dampak finansial terbesar.

Quality Cost & Root Cause Analysis

15. Finding the Root Cause of Poor Quality Cost

Problem Definition.
Quality Problem.
Cost Impact.
Pareto Analysis.
Fishbone Diagram.
5 Whys Analysis.
Root Cause Verification.
Corrective Action.

Cost Reduction yang hanya menghilangkan gejala biasanya tidak memberikan hasil yang berkelanjutan. Quality Cost Analysis perlu dilanjutkan dengan Root Cause Analysis untuk mengetahui penyebab utama defect, reject, rework, scrap, complaint, atau kegagalan lainnya.

Laporan Biaya Mutu

16. Quality Cost Report

Reporting Period.
Total Quality Cost.
Prevention Cost.
Appraisal Cost.
Internal Failure Cost.
External Failure Cost.
Cost of Poor Quality.
Quality Cost Ratio.
Quality Cost Trend.
Top Cost Contributors.
Improvement Project.
Cost Saving.

Contoh Struktur Quality Cost Report

Kategori	Contoh Data	Analisis
Prevention	Training, Quality Planning, Improvement.	Apakah investasi pencegahan sudah memadai?
Appraisal	Inspection, Testing, Calibration.	Apakah aktivitas pemeriksaan sudah efektif?
Internal Failure	Reject, Rework, Scrap, Downtime.	Apa sumber kegagalan internal terbesar?
External Failure	Complaint, Return, Warranty.	Masalah apa yang paling berdampak terhadap pelanggan?

Quality Cost Reduction

17. Strategi Mengurangi Quality Cost

Increase Prevention Effectiveness.
Improve Process Capability.
Reduce Process Variation.
Prevent Defect.
Reduce Reject.
Reduce Rework.
Reduce Scrap.
Reduce Inspection Dependency.
Reduce Customer Complaint.
Reduce Warranty Cost.
Improve Supplier Quality.
Improve Process Control.
Standardize Improvement.

Quality Cost Reduction Process

Identify Quality Cost.
Measure Current Quality Cost.
Classify Prevention, Appraisal & Failure Cost.
Identify Cost of Poor Quality.
Prioritize Major Cost Contributors.
Analyze Root Cause.
Develop Improvement Solution.
Implement Improvement.
Measure Cost Saving.
Standardize & Monitor.

Cost of Quality & Continuous Improvement

Quality Cost dapat menjadi salah satu dasar untuk menentukan prioritas Continuous Improvement. Improvement tidak hanya dinilai berdasarkan penurunan defect, tetapi juga berdasarkan pengurangan biaya, peningkatan produktivitas, peningkatan yield, dan peningkatan kepuasan pelanggan.

Cost of Quality & Lean Manufacturing

Lean Manufacturing berfokus pada eliminasi waste, sedangkan Cost of Quality berfokus pada biaya yang berkaitan dengan pencapaian maupun kegagalan kualitas. Integrasi keduanya membantu perusahaan menemukan aktivitas Non-Value Added yang menimbulkan pemborosan sekaligus Quality Cost.

Cost of Quality & Six Sigma

Six Sigma berfokus pada pengurangan defect dan variation. Cost of Poor Quality dapat digunakan untuk menunjukkan dampak finansial dari defect sehingga Six Sigma Improvement Project dapat diprioritaskan berdasarkan potensi manfaat kualitas dan financial saving.

Cost of Quality & DMAIC

Define – menentukan Quality Problem dan Business Impact.
Measure – mengukur defect, failure dan Quality Cost.
Analyze – mencari akar penyebab Quality Cost.
Improve – menerapkan solusi untuk mengurangi defect dan biaya.
Control – menjaga hasil improvement agar berkelanjutan.

Cost of Quality & FMEA

FMEA membantu perusahaan mengidentifikasi Failure Mode, Failure Effect, Failure Cause, dan risiko kegagalan sebelum masalah terjadi. Pendekatan preventif ini dapat mendukung pengurangan Internal Failure Cost dan External Failure Cost.

Cost of Quality & Poka-Yoke

Poka-Yoke atau Mistake Proofing dapat digunakan untuk mencegah dan mendeteksi kesalahan sedini mungkin sehingga defect tidak berkembang menjadi reject, rework, scrap, customer complaint, return, atau warranty cost.

Cost of Quality & Statistical Process Control

Statistical Process Control membantu perusahaan memonitor variasi proses dan mendeteksi perubahan sebelum menghasilkan masalah kualitas yang lebih besar. Process Control yang efektif dapat membantu mengurangi defect dan Failure Cost.

Cost of Quality & Supplier Quality

18. Supplier Quality Cost

Incoming Defect.
Incoming Inspection.
Supplier Reject.
Sorting.
Production Disruption.
Material Return.
Supplier Complaint.
Emergency Replacement.
Supplier Corrective Action.

Cost of Quality dalam Manufacturing

Pada perusahaan manufaktur, Quality Cost dapat muncul dari raw material defect, production defect, machine problem, process variation, reject, rework, scrap, repeated inspection, repeated testing, downtime, low yield, customer return, warranty, dan supplier quality problem.

Cost of Quality dalam Service Industry

Pada perusahaan jasa, Quality Cost dapat muncul dari service error, repeated work, complaint handling, incorrect documentation, transaction error, service delay, repeated verification, customer compensation, dan aktivitas tambahan akibat pelayanan yang tidak sesuai standar.

Quality Cost untuk Production

Reject Cost.
Rework Cost.
Scrap Cost.
Downtime Cost.
Yield Loss.
Retest Cost.
Reinspection Cost.
Production Delay.

Quality Cost untuk Quality Assurance & Quality Control

Quality Planning Cost.
Inspection Cost.
Testing Cost.
Calibration Cost.
Quality Audit Cost.
Nonconformity Cost.
Corrective Action Cost.
Quality Improvement Cost.

Quality Cost untuk Finance & Accounting

Finance dan Accounting memiliki peran penting dalam membantu mengidentifikasi dan memvalidasi biaya yang berkaitan dengan Quality Performance. Kolaborasi antara Quality, Operations, Production, Engineering, dan Finance membantu perusahaan menghasilkan Quality Cost Report yang lebih akurat.

Quality Cost untuk Management

Bagi manajemen, laporan Cost of Quality dapat digunakan sebagai dasar untuk menentukan prioritas investasi pencegahan, improvement project, supplier development, process improvement, equipment improvement, training, dan program Cost Reduction.

Quality Cost Improvement Matrix

Masalah	Dampak Biaya	Improvement
Defect	Reject, Rework, Scrap.	RCA, SPC, Poka-Yoke, Process Improvement.
Supplier Defect	Sorting, Return, Delay, Downtime.	Supplier Quality Improvement.
Process Variation	Defect, Low Yield, Rework.	SPC, Process Capability, Six Sigma.
Human Error	Defect, Rework, Complaint.	Standardized Work, Training, Poka-Yoke.
Customer Complaint	Return, Warranty, Replacement.	RCA, CAPA, Quality Improvement.

Quality Cost KPI

Total Cost of Quality.
Cost of Poor Quality.
Quality Cost / Sales.
COPQ / Sales.
Internal Failure Cost.
External Failure Cost.
Scrap Cost.
Rework Cost.
Warranty Cost.
Complaint Cost.
Cost Saving from Quality Improvement.

Workshop Cost of Quality

Identifikasi elemen Quality Cost.
Klasifikasi Prevention Cost.
Klasifikasi Appraisal Cost.
Klasifikasi Internal Failure Cost.
Klasifikasi External Failure Cost.
Identifikasi Cost of Poor Quality.
Identifikasi Hidden Quality Cost.
Perhitungan Quality Cost.
Pareto Quality Cost.
Root Cause Analysis.
Quality Cost Reduction Opportunity.
Quality Cost Report.
Quality Improvement Action Plan.

Contoh Alur Analisis Cost of Quality

Tahap	Aktivitas
Identify	Mengidentifikasi aktivitas dan masalah yang menimbulkan Quality Cost.
Classify	Mengelompokkan Prevention, Appraisal, Internal Failure, dan External Failure.
Measure	Menghitung nilai biaya dari masing-masing elemen.
Analyze	Menentukan sumber biaya terbesar dan akar penyebabnya.
Improve	Menentukan dan menerapkan Quality Improvement.
Control	Mengukur Cost Saving dan menjaga hasil improvement.

Kompetensi yang Dikembangkan

Cost of Quality.
Quality Cost Analysis.
Cost of Poor Quality.
Prevention Cost.
Appraisal Cost.
Internal Failure Cost.
External Failure Cost.
Quality Cost Measurement.
Quality Cost Reporting.
Quality Cost Reduction.
Pareto Analysis.
Root Cause Analysis.
Quality Improvement.
Cost Reduction.
Continuous Improvement.
Financial Impact of Quality.

Target Peserta Training

Training Cost of Quality Awareness ditujukan bagi Senior Manager, Manager Madya, dan Staff yang berkepentingan terhadap peningkatan mutu dan Cost Reduction.

Program ini juga relevan bagi profesional Quality Assurance, Quality Control, Production, Manufacturing, Engineering, Operations, Maintenance, Finance, Accounting, Cost Control, Supplier Quality, Continuous Improvement, Lean Six Sigma, Business Process Improvement, dan Operational Excellence.

Pembicara / Fasilitator

Hendra Feraldi, ST, IPM, BBLSS
Dr. Iphov Kumala Sriwana, S.T., M.Si., IPM
Team Trainer Johnson Indonesia

Metode Training

Interactive Presentation.
Group Discussion.
Quality Cost Case Study.
Cost Classification Exercise.
COPQ Identification.
Pareto Quality Cost Analysis.
Root Cause Analysis.
Quality Cost Calculation.
Quality Cost Report Exercise.
Quality Cost Reduction Action Plan.

Jadwal Training Cost of Quality Awareness

Periode	Tanggal Pelaksanaan
September 2026	29–30 September 2026
Oktober 2026	14–15 Oktober 2026
November 2026	03–04 November 2026
Desember 2026	02–03 Desember 2026
Januari 2027	07–08 Januari 2027
Februari 2027	05–06 Februari 2027
Maret 2027	10–11 Maret 2027
April 2027	06–07 April 2027
Mei 2027	18–19 Mei 2027
Juni 2027	08–09 Juni 2027
Juli 2027	22–23 Juli 2027

Catatan: Jadwal di atas mengikuti halaman khusus Cost of Quality Awareness Johnson Indonesia. Jadwal dapat mengalami penyesuaian sehingga peserta disarankan melakukan konfirmasi sebelum pendaftaran.

Tempat Training

Alternatif lokasi Offline Training meliputi Ciputra Hotel, Ibis Group, Hotel Oria Jakarta, dan Hotel Holiday Inn Jakarta Wahid Hasyim. Lokasi pelaksanaan akan dikonfirmasikan kembali kepada peserta.

Metode Pelaksanaan

Offline Training – Hotel / Johnson Training Center.
Online Training – Zoom Meeting.
Public Training – mengikuti jadwal Johnson Indonesia.
Private Training – kelas khusus sesuai kebutuhan perusahaan.
In-House Training – materi dan studi kasus dapat disesuaikan dengan kebutuhan perusahaan.

Fee Investasi Training

Offline Training Jakarta

Rp5.950.000/orang / 2 hari. Minimal pengiriman 3 peserta dan PASTI RUNNING di hotel.

Investasi termasuk Seminar Kit, Certificate, Lunch, Snack, dan Souvenir.

Offline Training Luar Kota Jakarta

Rp12.000.000/orang – PASTI RUNNING.
Rp8.500.000/orang – pengiriman 1–5 peserta.
Rp8.000.000/orang – pengiriman di atas 5 peserta.
Termasuk Seminar Kit, Certificate, Lunch, Snack, dan Souvenir.

Private Onsite Training

Rp8.000.000/orang / 2 hari – PASTI RUNNING.
Rp5.950.000/orang / 1 hari – PASTI RUNNING.
Lokasi: Training Center Johnson Indonesia.
Termasuk Seminar Kit, Certificate, Lunch, Snack, dan Souvenir.

Online Training

Rp5.500.000/orang / 2 hari, pukul 09.00–16.00 WIB.

Daftar Client Johnson Indonesia

Daftar perusahaan dan institusi yang telah menggunakan layanan training Johnson Indonesia dapat dilihat melalui Daftar Client Johnson Indonesia.

Public Training Cost of Quality Awareness

Johnson Indonesia menyediakan Public Training Cost of Quality Awareness bagi profesional yang ingin meningkatkan kemampuan dalam mengidentifikasi, menghitung, menganalisis, dan mengurangi Quality Cost serta Cost of Poor Quality.

In-House Training Cost of Quality Awareness

In-House Training Cost of Quality Awareness dapat disesuaikan dengan kondisi perusahaan seperti defect, reject, rework, scrap, inspection cost, testing cost, downtime, supplier defect, customer complaint, warranty, return, dan Quality Cost lainnya.

Perusahaan dapat menggunakan data aktual sebagai bahan workshop sehingga peserta dapat melakukan klasifikasi Quality Cost, perhitungan COPQ, Pareto Analysis, Root Cause Analysis, Quality Cost Reduction Opportunity, dan menyusun Improvement Action Plan berdasarkan kondisi nyata perusahaan.

Training Terkait – Internal Link

Quality Cost Reduction Action Plan

Pada akhir training, peserta dapat menyusun Quality Cost Reduction Action Plan yang mencakup Quality Problem, Quality Cost Category, Current Cost, Cost of Poor Quality, Root Cause, Improvement Opportunity, Proposed Action, Expected Cost Saving, PIC, Target Completion, KPI, Monitoring, dan Standardization.

Mengapa Memilih Johnson Indonesia?

Johnson Indonesia – Training Provider Since 2002 menyediakan Public Training, In-House Training, Corporate Training, Private Training, Offline Training, dan Online Training untuk pengembangan kompetensi Quality Management, Quality Assurance, Quality Control, Manufacturing, Cost Reduction, Lean Six Sigma, Continuous Improvement, dan Operational Excellence.

Melalui Training Cost of Quality Awareness, peserta memperoleh pemahaman mengenai Cost of Quality, Prevention Cost, Appraisal Cost, Internal Failure Cost, External Failure Cost, Cost of Poor Quality, Quality Cost Analysis, Quality Cost Reporting, dan Quality Cost Reduction sebagai dasar untuk meningkatkan kualitas sekaligus mengurangi biaya perusahaan.

Pendaftaran Training Cost of Quality Awareness

Tingkatkan kemampuan tim dalam mengidentifikasi biaya kualitas, mengukur Cost of Poor Quality, menentukan prioritas improvement, serta mengurangi biaya akibat defect, reject, rework, scrap, complaint dan kegagalan kualitas melalui Training Cost of Quality Awareness Johnson Indonesia.