Information on the quality of an organization’s prod¬ ucts and services can be obtained from the

• balanced scorecard through the computation of 3^ manufacturing cycle efficiency.

3s- time to market for new products.

customer satisfaction levels.

3s- on-time deliveries.

3s- defect rates.

success rates of research and development activities.

• cost management system through the computa¬ tion of 5^ quality costs incurred for production/service activities.

3- costs of non-value-added activities.

>- product/service life cycle costs.

3s- rework costs. LO.1