Quality Metrics

Quality Metrics

Quality metrics are used to measure and evaluate the quality of a product, process, or service. These metrics provide a quantitative basis for quality control and improvement.

Types of Quality Metrics:

• Product Metrics:
  • Defect density (number of defects per unit of measurement)
  • Defect rate (percentage of defective units)
  • Failure rate (percentage of failures over a given period)
• Process Metrics:
  • Cycle time (time taken to complete a process)
  • Throughput (number of units processed per unit of time)
  • Yield (percentage of units meeting quality standards)
• Service Metrics:
  • Customer satisfaction (score or rating)
  • Response time (time taken to respond to customer requests)
  • First-call resolution rate (percentage of issues resolved on the first call)

Characteristics of Good Quality Metrics:

• Relevant: Aligns with business goals and objectives
• Measurable: Can be quantified and tracked
• Actionable: Provides insights for improvement
• Reliable: Consistent and accurate
• Timely: Provides real-time or near-real-time data

Quality Metric Categories:

• Lead Time Metrics: Measure time taken to complete a process or deliver a product
• Defect Metrics: Measure the number or rate of defects
• Capacity Metrics: Measure the ability to produce or deliver a product or service
• Availability Metrics: Measure the percentage of time a product or service is available

Quality Metric Tools:

• Dashboards: Visual displays of key quality metrics
• Scorecards: Summary of quality metrics and performance indicators
• Control Charts: Statistical process control charts to monitor process variability
• Pareto Charts: Visual representation of defect frequencies to identify areas for improvement

測asuring and evaluating the quality of a product, process, or service. Types of quality metrics, characteristics, categories, and tools.