- Why: To better understand the quality of your products and services
- What: To measure whether the product or service attributes meet customer expectations
- When: When product and service quality matter to customers
- The question this indicator helps you to answer: to what extent do our products or services meet the quality expectations of our customers?
Why does this KPI matter?
The pursuit of ‘quality’ has been something of an obsession within many organisations across most industries and sectors since quality gurus such as W. Edwards Deming, Josef Juran and Philip Crosby introduced the principles of Total Quality Management (TQM) to Western firms struggling to compete with quality-savvy Eastern competitors (most notably ...