Chapter 19: Implemention and Case Studies: Quality Metrics and Reporting
Abstract "Quality Metrics and Reporting" refers to the process of using quantifiable measurements (metrics) to evaluate the performance and quality of a product, service, or process, and then presenting that data in a structured report to identify areas for improvement and understand how well a company is meeting its quality standards ; essentially, it's a method to track and communicate the effectiveness of quality management practices within an organization through data analysis. Key points about Quality Metrics and Reporting: Purpose: To provide objective data on how well a product, service, or process aligns with quality standards, allowing for targeted improvements and informed decision-making. Types of Quality Metrics: Product Metrics: Defect rates, scrap rates, customer complaints, product returns Process Metrics: Cycle time, yield, throughput, rework rate Customer Satisfaction Metrics: Net Promoter Score (NPS),...