Situation: Maria’s Seltzer Broth produces a wide array of ready-made carbonated soups. Be sure to look for the hand-labeled cans at your local grocer! But, labeling cans by hand frequently causes errors, and customers who purchase a can labeled Bubbly Beef sometimes find that the can actually contains Chipper Chicken. The disappointed customers call Maria’s hotline, and the support team has to correct the mistake. According to The Cost of Poor Quality, what category does this cost belong to?

  • Internal failure
  • External failure
  • Appraisal
  • Prevention
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