7 Measuring Product/Service Quality
This is the section on your scorecard where you plot key quality variables relating to the products you manufacture or the services you sell. This is not customer satisfaction data, although the two are certainly related. In this box on your scoreboard, you put your measure of your quality. These are the data from tests, inspections, and various measurements of your performance. In this chapter, I will explain some of the mistakes organizations make when measuring the quality of their products and services and provide some suggestions on how to select the most appropriate measures.
PRODUCTS, SERVICES, OR BOTH?
In a manufacturing company, it’s very easy to identify what the products are. Manufacturing ...
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