Quality

The result on the customer of comparing their expectations with their perception of the product/service features. The concept of total quality as satisfaction of expectations and creation of value.

• Quality assurance

• Quality control

• Inspection

• Testing

• Statistical Process Control (SPC)

• Documentation and Records

• Corrective Action

• Training and Education

• Continuous Improvement

- 1. Diagnosis

- 2. Planning

- 3. Awareness

- 4. Documenting

- 5. Implementation

- 6. Audit

- Customer Perspective: Customer Satisfaction Indicators

- Internal Process Perspective: Process Quality Indicators

- Learning and Growth Perspective: Training and Development Indicators

- Financial Perspective: Quality Cost Indicators

- Innovation and Development Perspective: Continuous Improvement Indicators

- Sector-Specific Indicators: Product or Service Specific Metrics