In short: A balanced set of indicators helps quality leaders show performance, spot trends and drive improvement.
What gets measured gets managed — but measuring the wrong things wastes effort. Here are ten indicators worth considering for a quality dashboard.
- Customer complaints per unit or per order
- Customer satisfaction score or Net Promoter Score
- First pass yield — output right first time
- Cost of poor quality as a percentage of revenue
- On-time delivery
- Supplier quality — defect rate or rejected lots
- Corrective action closure — on time and effective
- Audit findings — trends by process
- Process capability (Cp/Cpk) for key characteristics
- Training completion and competence coverage
Tips
- Balance leading and lagging indicators
- Link each KPI to an objective and an owner
- Review trends, not just monthly values
Performance measurement is part of the Certified Quality Manager (CQM) body of knowledge.