Prevention Appraisal Internal failure External failure Total quality costs Product quality Durability Good value Features Exhibit 2 SUNG ELECTRONICS DIVISION Cost of Quality Report For Years Ending December 31 (millions of dollars) T T_1 T_2 1.1 1.2 1.1 2.1 2.3 2.2 3.2 2.4 2.3 8.8 1.8 1.7 15.2 7.7 7.3 Exhibit 3 SUNG ELECTRONICS DIVISION Customer Satisfaction Survey For Years T4 to T (percent satisfied or highly satisfied) T T_1 T_2 60.5 84.5 84.6 57.3 90.4 93.7 47.2 76.1 77.5 61.0 69.3 70.4 1.2 2.0 2.1 1.6 6.9 85.8 93.0 78.4 70.7