Examination of quality costs in a healthcare business

The most important element of gaining an advantage against competitors in a global competitive environment is to offer quality products or services. This situation is even more striking in the health sector, where patients are accepted as customers and a small failure in the service provided is directly related to human life. Today, while the success of businesses increases in direct proportion to the quality of products and services, the issue that needs to be focused on is what the cost of quality in the product or service is to businesses. Analysis of the costs incurred while providing quality. This situation has the effect of guiding the administrative and financial decisions of the managers. The aim of this study is to draw the attention of managers to quality costs and to seek an answer to the question of how it can increase productivity as a result of quality cost analysis, especially in health enterprises. For this purpose, a case study was conducted in a health business in Artvin province. In the study, data were collected from the activity reports, internal documents and interview method of the business, and the quality cost data of the business for 2019 were determined according to the PAF model. Quality cost data were analyzed and evaluated. As a result of the study, it was determined that 18.02% of the total costs of the hospital were composed of quality costs.