Discusses the requirements for building and implementing a quality measurement system. Contends it is essential that management understands the benefits of both measurement in general and quality measures in detail. Asserts that quality measures focus efforts providing positive and negative feedback. Contends that quality measures immediately point to the area of the process where the problem originates. Asserts that organizational quality measures provide information about how a particular organization is operating. Discusses a number of measurement models. Concludes that reviewing quality measures in a methodological manner will provide increasing opportunities for improvement.
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