Quality is defined as meeting customer expectations at a price that they are willing to pay. Quality metrics measure how frequently a product or process meets quality standards and where the process output is in relation to the ideal quality standard. Quality metric tools can also help improve the current quality level until it meets or exceeds the desired quality level.
Definition of Quality
Quality can be measured by how well it meets its planned design. Quality can be measured by its conformance to customer specifications. A quality product is free of defects during its manufacture and has deficiencies when compared to customer expectations.
Six Sigma Quality Metrics
Six sigma quality is defined as having 34 or fewer defects per million products or processes. Six sigma quality is a quality metric. The six sigma DMAIC process, which stands for define, measure, analyze, improve and control, is a tool for improving the quality level of the existing process. Six sigma projects are a tool to improve the quality level of an existing product or process.
Quality is defined as meeting and exceeding customer expectations. Surveys of existing customers provide a measure of how well current customers are satisfied with the product. Quality is measured by the level of customer satisfaction or by the percentage of customers who return positive results. Surveys provide real-time metrics of how well a company meets its customers' quality standards.
Cost of Quality
A cost-benefit analysis identifies the cost of different projects and the financial benefit of each project. The ideal project has a low cost compared to the benefit it produces. Cost of quality is a cost-benefit analysis of losses and defects of a current process. The costs are the lost labor spent making ruined product, reworking defective products and refunds to disgruntled customers. Additional costs of quality include the cost of preventing the defects through increased inspections, new equipment or better software debugging algorithms. The cost of quality weighs the costs of higher quality metrics against the benefits of increased sales from a superior product versus the cost to repair a defective product. Cost of quality helps identify those quality improvement areas that have the greatest costs and those quality improvement projects that have the greatest impact for the least cost.
- “How to Measure Customer Satisfaction, Volume 2002”; Nigel Hill, John Brierley, Rob MacDougall; 2003
- “Software Testing and Quality Assurance”; Jyoti Malhotra, Bhavana Tiple, Nirali Prakashan; 2008
- “Real World Project Management”; Richard Perrin; 2006
- “Software Quality Approaches”; Michael Haug, Eric Olsen, Luisa Consolini; 2001
- “Six Sigma for Managers”; Greg Brue; 2002
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