Purpose The general objective of this research was to identify the practices of the mass production industries, on the decisions related to the detection of defective products and to identify relevant criteria, actions, effects and variables to be used in a decision-making model. Design/methodology/approach A survey questionnaire was developed and structured in 20 questions, with 18 closed questions and 2 open questions. The questions were constructed based on the literature review, with the identification of 15 theoretical and practical concepts of quality. Seven other information requests were included, concerning the initial characterization of the defective items and industry. The company, the product, the processes and the defects were contextualized, and then the decision-making process was framed, to understand the factors that influenced it. Findings The industries of the Industrial Pole of Manaus discard or rework their defective products influenced by promoting the lowest cost and the required quality. The factors with the biggest influence on decisions are rework and disposal costs, and time available for rework and replacement. The main requirements defined for the decision-making model were: 1) compare the rework and discard options, only if the rework reaches the required quality level; and 2) identify and account the effects of defective items on quality, productivity and costs. Research limitations/implications Overall, 109 questionnaires were sent, representing 21.3% (109/512) of the companies at the Industrial Pole of Manaus. The respondents represent 14.6% (75/512) of the population. Originality/value Defects can occur, requiring a decision that promotes the lowest cost and the required quality. Quality cost models do not show a systematic analysis for identification, accounting, evaluation of effects and criteria associated with the destination of manufactured defective items. Therefore this research was done to fill this gap.
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