UNSW Business School

ACCT2522 Management Accounting 1
Term 1, 2022


ACCT 2522 Report: Cost of Quality Analysis (10%)
Assume that you and your teammate are business analysts at a fast-growing company, Caffeinme Ltd.
Caffeinme manufactures professional expresso machines that are sold to cafés and restaurants. The CEO, Kopi
Wakemi, has asked the two of you to undertake a special project to analyse Caffeinme’s costs of quality (COQ)
for the month of February. Caffeinme has never conducted such an exercise before, but Kopi has just heard
about the concept of COQ and is interested to see how it applies to Caffeinme.
As part of this exercise, you have contacted Caffeinme’s Production Department, Human Resources
Department, and Sales Department to obtain the relevant information. This information is provided to you on
p.3-6. In addition, here is an optional video about how professional expresso machines are made (you can
assume that Caffeinme has a similar process).
Your task is to submit a report with a visual presentation of your analysis of Caffeinme’s COQ,
accompanied by two recommendations based on your analyses. The details of your report requirements
are outlined below:

Detailed report requirements:
a) Based only on the information provided (see p. 3-6), prepare a one A4 page visualisation or infographic
about Caffeinme’s costs of quality (COQ). At a minimum, you must present: (i) Caffeinme’s prevention
cost, appraisal cost, internal failure cost and external failure cost; (ii) its non-conformance cost to
conformance cost ratio; and (iii) its total cost of quality. Other than these numbers, you are free to include
(or not) any other narrative or numerical information as you see fit. However, you do NOT have to conduct
additional research – all the relevant information has been provided to you. You are also not required to
calculate the quality loss function. You may present the required information in any format you like (e.g.,
tables, charts, graphics etc., i.e., you do not have to use the traditional COQ table) – so feel free to be
creative! Your visualisations/infographics must be visually appealing, draw attention to Caffeinme’s costs of
quality, and be aimed at persuading Caffeinme’s top management that managing quality is important.

b) Provide two recommendations (on a separate A4 page) specific to Caffeinme based on information
presented in part (a). These recommendations should be aimed at reducing Caffeinme’s COQ in the future,
and must be justified (i.e., you need to explain why following these two recommendations can reduce
Caffeinme’s future COQ). Part (b) must not exceed 250 words (including headings).

c) Attach a one A4 page appendix that shows how you arrived at each of the COQ numbers and the ratio in
part (a).

d) Your submission must be in the form of a single pdf file, presented professionally. Your audience is
Caffeinme’s top management. You do not need to write an introduction or conclusion, but you must include
a report cover page in the form of an email to Kopi Wakemi (Caffeinme’s CEO). Please sign off the email
with both of your names and student numbers. You are not expected to conduct additional research and
therefore references are not required. A sample version of an email can be seen as part of the information
provided to you on p.6.
2
In summary, your 4-page report will contain the following elements:

1. An email to Caffeinme’s CEO (to explain what you are submitting and why). See p.6 for
a sample e-email format.
*Please note that this email is in addition to the assignment cover page required – see
“Report due date and procedures” section below.*
2. One-page visualisation of Caffeinme’s costs of quality (i.e., requirement part (a))
3. One page, 250 words maximum in total, on two recommendations (i.e., requirement
part (b))
4. One page appendix on how you calculate the costs of quality (i.e., requirement part (c))


Marks allocation
Refer to your assessment rubrics outlined in the document “ACCT2522 Additional Information on
Assessments Term 1, 2022” available on Moodle.


Due date and submission process
Due date and procedure for notifying team arrangement (only for students who choose to work
in pairs):

You are encouraged to complete this report in pairs (both students in a team must be enrolled in the
same tutorial). Successful completion of this report requires a range of skills, including creative thinking,
data visualisation, analytical and communication skills. Working in pairs allows you to learn to
brainstorm ideas as a team and take advantage of you and your teammate’s relative strengths.

If you choose to complete this report in pairs, please send an email by 4th March (Week 3, Friday) by
5pm to your tutor containing (i) the name of the other student in your tutorial (i.e., your teammate); and
(ii) a statement that both of you agree to work together and will contribute equally to the report. You
must cc your teammate in the email, and your teammate’s consent will be implied unless s/he emails
your tutor within 2 working days of your email being sent to indicate that s/he does not want to work
with you. Late requests will not be considered as this report can be completed individually.

If you choose to complete this report individually, please do not email your tutor.

Report submission due date and procedures:

Please submit a copy of your report in pdf format to Turnitin. If you choose to work with another student,
please ensure that only one of you submits your report to Turnitin.

Please attach a completed assignment cover page which has been signed by all relevant students
to the report. The cover page can be downloaded from Moodle. A 0.5 mark penalty will be imposed on
students who fail to compete and sign the cover page.

Please make sure that you name your pdf file using your names, in this format: “Tutorial number name1
name 2 COQ report.pdf”. For example, if Mandy Cheng and Yee Phua from Tutorial T09A work on a
report together, they will name their submission: “T09A Mandy Cheng Yee Phua COQ.pdf”.


Any questions?
If you have any further questions about this assignment, please post them on the course discussion
forum under “Report”.
3

Information required for your submission
Use the information in the following pages to calculate Caffeinme’s costs of quality. You do not need to
conduct additional research for this assignment.


4


Information obtained from Caffeinme’s Production Department



#Non-productive time report - Feburary << units produced = 75 ProXpressio Machines>>
Incident/activity
Non-productive
time Esitimated costs*
Hrs $
Machine repairs 10 2,849
Preventive maintenance 25 6,842
Final quality inspections 35 9,371
* esimated cost is based on the proportion of factory labour hours allocated to these activities, plus required supplies
#Scrap report - Februrary
Scrap type
Unit of
measurement Quantity Unit cost Total cost
Scrapped alumnium sheets cm 1005 0.50$ 503$
Faulty knobs no. of knobs 3 45.00$ 135$
[incorrect operations caused bending machine to briefly jammed, 5 Feb]
[routine monthly safety checks and maintenance, 15 Feb]
[routine final inspection for each unit of finished product]
Notes from factory supervisor
5

Information obtained from Caffeinme’s Human Resources Department:




Comments - From Daryl Soman, HR Team Leader:
Cheers, Daryl
Training program costs Acct No 42111/HR22
Program
code Course Cost $ Date
IntT11
Quality culture on the factory
floor 2,000 8th Feb
ExtT28
How to manage customer
complaints 4,400 22nd Feb
[internal training: build quality awareness - frontline factory
workers]
[internal training: best practice when handling customer complaints]
@Business Analysis team: here is the training information you asked for.
Course aim
6

Information obtained from Caffeinme’s Sales Department:


Sales department flash report Feb [extract]
40
Refunds provided to customers due to product faults*: 15,000$
*3 machines were returned with full refund, all with issues relating to water flow control failures
No. of hours customer complaint officers spent on handling
customer complaints in Feb:
NPS Feburary: 8.0
[net promoter score]
NPS January: 9.5
Sales revenue
February: $345,000
Re: Additional information required
From: Pat Louva, Sales Division Head
To: Business Analysis Team
cc: Kopi Wakemi, CEO
Dear Business Analysis Team,
With regard to the two questions you asked us earlier, please see below for our responses:
(1) HR came back to us with the hourly rate of the the sales team members handling customer complaints;
the hourly rate including on-cost is $95 per hour.
(2) I have looked up the industry benchmark report you asked for. The report suggests that a decline of every 0.5 NPS
is generally associated with an estimated 2% lost sales.
Please let me know if you have any other questions.
Regards,
Pat
Sales Division Head | Caffeinme