What Are The Two Measurement Categories for Quality Goals?
In this context, the measurements to track progress toward achieving the quality goals generally fall into two categories:
- Perception Measures – These measures are of the customers’ perceptions of the organization (obtained, for example, from customer surveys, focus groups, vendor ratings, compliments and complaints).
- Performance Indicators – These measures are the internal ones used by the organization in order to monitor, understand, predict and improve the performance of the organization and to predict perceptions of its external customers.
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