Hi I'm looking for some references on how intangible cost of quality can be estimated Mostly these intangible costs are listed under: •Delays and stoppages caused by defectives •Customer good will •Loss in morale due to friction between departments For some of the business decisions on scrap, recall, etc. some manufacturers use calculations to represent all quality costs. Example: factor multiplied by the average cost per unit in the warranty period. Can someone help me with some guidance on what is being used in the automotive and industrial vehicle busisess? I assume there are variables at play as brand positioning, impact of the particular failure, etc. Thanks in advance!