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'.