What it shows
The part of classified external failure cost caused by the service around the product (late or wrong delivery, documentation, invoicing, communication) rather than by the product itself. Uncategorized sets are left out.
Why it matters in manufacturing
Quality is more than the product: customers also judge the service around it. Service failures are often cheap to prevent but stay invisible when all external failure is counted as product failure.
How to read it
Lower is better. The tag compares with the same period last year in percentage points. A rising share points at order handling, logistics and administration rather than at production.
What good looks like
A low share that holds or falls: customers rarely complain about delivery, documents, invoices or communication.