Quality is essential for the existence and development of each company. Nowadays the quality of products or services is covered by the needs, demands and desires of the end user or customer. Companies that want to remain competitive must take care of continuous quality improvement. Implementing effective quality assurance system into company signifies easier market entry, increases business efficiency, reduces the cost of quality, it leads as well to better market position and a higher reputation of the company. The goal of this study was to demonstrate or determine the importance of quality in the analyzed company. We have analyzed the current quality system, which is used in the company, methods to ensure the quality, number and causes of complaints, quality defects of the system and have presented a proposal for the collection of data quality costs. We have shown decline in complaints and that long-term investment in the quality is causing the average costs to decrease.The quality of products and services depends on the quality of the functioning of processes and sub-processes that are taking place in the company. Therefore, we have prepared a proposal for managing the total costs of quality in the analyzed company.
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