Technical article
Making quality measurable
Munich– Everyone demands quality, but when asked what quality actually is, most people are at a loss. 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. Yet 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 scope of customer complaints and the problems resolved through reactive measures is a commonly used approach. However, it only provides insight into a product’s quality after a quality defect has occurred. It makes more sense to make quality characteristics measurable before quality defects arise. 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 make quality characteristics quantifiable is to introduce key performance indicators (KPIs). These indicators make it possible to transparently present specific processes or metrics across a wide range of business areas, including their development. 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. Continuous monitoring of performance metrics and the implementation of appropriate measures thus help to identify and resolve problems at an early stage.
Identifying the Right KPIs
However, the greatest challenge in implementing KPIs is defining them effectively in advance to ensure they deliver real value. Thanks to years of experience across a wide range of industries and companies, as well as supporting projects at various stages of the product lifecycle, the KBC team has the expertise to provide clients with tailored, targeted support in this area. With our help, you will be able to quantify and sustainably improve the quality of your products and processes.
Please feel free to contact us to discuss this topic.
