The "cost of quality" isn't the price of creating a quality service or product. It's the cost of NOT creating a quality service or product. During this interactive session, attendees will learn the four categories of quality costs and how to apply these to an organization-specific process improvement opportunity. Using a case study, speakers will demonstrate how to develop a business case for process improvements to present to executive management by adding the language of money and financial performance to the language of statistics and quality metrics.