1) identify and describe briefly two objectives for each of four quality cost prespectives(prevention cost,appraisal cost,internal faliure costs and external failure costs)

2) identify and describe briefly two potential performence measure for each.

Objectives Performance measures Prevention Appropriate hiring practices Training on quality processes Tome to complete transactions, Error rates Keep ATMs in good working order (Hardware /software) Regular servicing and maintenance of ATMs Risk management (Problem loans, capital adequacy) Comply with laws and regulations Appraisal Review / audit procedures/documents Prevent banking systems and equipment faults (hacking) Interruptions / errors Secret customers' reports Hiring secret customers Prevent fraudulent activities Internal failure Conformance to promises Deviation Costs of rework Speed, courtesy, timeliness, External failure Minimise customer complaints Improve complaint handling procedures