Quality Cost Evaluation for Telecommunications Companies

The results obtained in the research carried out in the ETECSA Santiago de Cuba Territorial Division entitled Procedure for the calculation and analysis of the quality cost in the ETECSA Santiago de Cuba Territorial Division aims to design a procedure for the calculation and analysis of quality costs in the ETECSA Santiago de Cuba Territorial Division that contributes to evaluating its Quality Management system. This research sets out in detail the theoretical and methodological aspects that support the proposed procedure from a scientific point of view. An adequate diagnosis of the unit under study is used to identify the existing limitations in the control of quality costs which revealed the urgent need to know them due to their relevance in decision making taking into account the particularities of a telecommunications services company. The procedure was made up of integrated stages and steps based on the PHVA methodology and the 8D methodology for the calculation and analysis of costs associated with quality.