Assume it is 1986, and your work for Process Improvements, Incorporated (PI-INC). The local Dominos Pizza Store 1445 was having a problem meeting their delivery time (from 1984 to 1993, Dominos Pizza offered a 30-minute delivery guarantee (Chicago Tribune) and reached out to PI-INC to conduct a Lean Six Sigma (LSS) DMAIC project to see where they were having problems. The company has selected a team of LSS Belts led by Black Belt John Processguru with a small team of yellow and green belts (you and your team). During this project, your Black Belt will assign you some tasks to work on individually, while for some tasks you will work on a team of yellow and green belts.

Dominos only sold pizza and all orders were taken over the phone (only 1 phone).

The store is located very close to a large university.

Data from the last quarter shows 15 percent of the deliveries were late (i.e., free pizzas).

Determine all the possible types of quality costs for each of the five quality cost categories (external failures, internal failures, appraisals, prevention, and intangible) for each part of the process (making the pizzas, cooking the pizzas, packaging the pizzas, and delivering the pizzas). Then provide an explanation of how you would determine the Cost of Poor Quality (COPQ) for the overall project.

a. Create a table/chart to summarize the potential COPQs for each process. It should include each part of the process as the row headers and each COPQ Category as the column headers. Then, the cells will be the description of the respective COPQs for each part of the process.

b. List all the potential types of quality costs and how you recommend determining the overall Cost of Poor Quality (COPQ) addressing the items in your table/chart to determine the overall COPQ.