84 Quality Assurance
or efciency. Measurements should be taken by the people in
the process. In fact, there are three major process measurements.
They are
i. Effectiveness: how well the output meets the requirements
of the customer. This primarily deals with accuracy, perfor-
mance, costs, and timeliness. A synonym for effectiveness is
quality having the right output at the right time and at the
right place. Some effective measures may include percentage
of reports completed on time, number of reports per report,
amount of rework in the process, number of times the report
is late, and so on.
ii. Efciency: how well resources are used to produce the out-
put. This primarily deals with processing time, resources
(people, time, money, space ...