Answer (A) is correct . The largest portion of Dominion’s total cost of quality is external failure. Quality training, which will result in higher quality awareness on the part of all employees, is the appropriate corrective action. Quality training is a prevention cost, and an increase in prevention should reduce all other cost categories.
Answer (B) is incorrect because Increased inspections will simply raise appraisal costs.
Answer (C) is incorrect because Rework is a non-value-adding activity; increasing it should be avoided.
Answer (D) is incorrect because Increased customer support does not solve the problem of poor quality.
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Which one of the following should Dominion emphasize in order to most effectively improve its overall cost of quality performance?