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Business Operations » Benchmarking and Quality » Quality » Measuring Quality Programs
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Companies change their productivity and quality metrics for a variety of reasons. A change in business environment, expanded business activities or ineffective processes are some of the main reasons highlighted by the Fortune 500 and other leading companies that participated in this research. Whatever the reason, identifying new metrics that can be used to measure operational efficiency or product quality across all business units can be a COO or CFO's worst nightmare. This study was designed to identify the processes that companies use to generate new metrics, test potential metrics, validate findings, gain company-wide buy-in, and rollout a new system of measurement. Executives in all industries can use this report to learn what is driving other organizations to change their metrics, how new metrics are developed and how metrics are tested and validated.
I. Processes and Lessons in Quality & Productivity Metric Design (Interviews)