State-of-the-art on linkage between quality, quality costs and productivity

This paper reviews the state-of-the-art on the importance of quality, quality costs, and the linkage between quality and productivity. A summary is given of research developments in the discussion of quality costs, in chronological order, using the 'state-of-the-art matrix' (SAM). The paper also identifies the critical issues for research in relating quality costs to productivity, and is intended to stimulate thinking in quality-productivity linkages. Such an understanding is essential to maintain both quality - and cost - competitiveness among products and services. A synthesis of the review of the literature is a starting point for researchers and practitioners to prevent themselves from 'reinventing the wheel.