“…In enterprises, there are often problems with the unambiguous identification of quality costs, because not all of them are obvious, which makes it difficult to accurately measure and quantify them. On numerous occasions, managers only see costs that are easy to measure, and which are really only the tip of the iceberg, while the real costs of poor quality in operations and delivery of a product or service lie below the Surface and contribute most to the loss of quality (Biadacz, 2020;Cheah, et al, 2011;Durmaz and Sevil, 2012;Wood, 2007). Among other things, the hard-to-identify hidden costs, the elimination of which could positively affect the competitive position of the enterprise, include delays in order fulfillment, deterioration of the company's reputation, loss of customers, increased overheads and liability payments (Rosenfield, 2009;Durmaz and Sevil, 2012).…”