article
Making quality measurable
Munich– Everyone demands quality, but when it comes to defining what quality actually is, most people falter. According to the DIN EN ISO 9001 standard, quality is defined as“the degree to which a set of inherent characteristics of an object meets requirements.”Quality can refer to a wide variety of things: products, services, concepts, designs, software, workflows, procedures, and processes. However, although there is a definition for the term, it is difficult to explain it simply and to make it quantifiable—and thus measurable. Quality is one of the key factors in achieving customer satisfaction; therefore, ways and methods must be found to quantify it and, consequently, make it measurable.
How do I measure quality?
Measuring the number of customer complaints and the number of problems resolved in a reactive manner is a commonly used approach. However, it provides insight into a product’s quality only after a quality defect has occurred. It makes more sense to make quality characteristics measurable before quality defects occur. Quality plays a role in all stages of the product life cycle; therefore, the first step is to identify the appropriate quantification method for the specific situation under consideration.
Introduction of KPIs for Performance Measurement
One way to quantify quality characteristics is to introduce key performance indicators, or KPIs. These indicators make it possible to transparently present specific processes or metrics across a wide range of business areas, including their development trends. In this way, errors can be detected and corrective actions taken even before (product) delivery to customers and while the development process is still underway. Continuously monitoring these key performance indicators and implementing appropriate measures helps identify and resolve problems early on.
Identifying the Right KPIs
However, the greatest challenge in implementing KPIs is defining them meaningfully from the outset to ensure they deliver real value. Thanks to many years of experience across a wide range of industries and companies, as well as supporting projects at various stages of the product life cycle, the KBC team has the expertise to provide clients with tailored, goal-oriented support in this area. With our help, you’ll be able to quantify the quality of your products and processes and improve them over the long term.
Please feel free to contact us to discuss this topic and share your experiences.
