Quality and Process Indicators

Quality Indicators

Can you measure each of your customer's requirements in terms of defects, time, or cost?

Yes - Use Control Charts to Track these Quality Indicators
No-Can you measure their requirements indirectly by use of time, defects, or cost? (Customer dissatisfaction can be measured by time in queue, abandon rate, etc.)
- Yes - Use Control Charts to Track these Quality Indicators
- No-Can you measure their requirements indirectly by use of survey?
  Yes - Use Surveys To Gather Customer Feedback

Do you need help with data gathering?

Process Indicators

Are there hand-off or decision points earlier in the process where you could measure and predict your ability to meet the customer's requirements? (e.g., number of service orders errored out by the system before implementation will help predict the commitments missed.)

Yes - Use Control Charts to Track these Process Indicators

No-Can you measure these indicators indirectly by use of time, defects, or cost? (Customer dissatisfaction can be measured by wait times, abandon rate, etc.)