Introduction:
Modern measurement of quality should of course be closely related to the definition of quality. Improvement is not about measurement; however effective measurement and data collection plays an important role.
Defining measurement system:
Measurements are classified according to two criteria: the stakeholder and whether we are talking about processes or results.
|
The company |
The customer |
The society |
The process |
Employee satisfaction (ESI) Checkpoints concerning the internal service structure |
Control and checkpoints concerning the internal definition of product and service quality |
Control and checkpoints concerning, e.g. environment, life cycles etc. |
The result |
Business results Financial ratios |
Customer satisfaction (CSI) Checkpoints describing the customer satisfaction |
‘Ethical accounts’ Environmental accounts |
Measurement of quality—the extended concept
Fig: Actual way of leading compared with the ideal
THE IMPROVEMENT LOOP