For each category of functional measures listed in Exhibit 18.7, add one additional specific measurement that is not already listed.
Exhibit 18.7
Accounting Quality
• Percentage of late reports
• Percentage of errors in reports
• Percentage of errors in budget predictions
• Degree of manager satisfaction with accounting reports
Clerical Quality
• Number of errors per typed page
• Number of times messages are not delivered
• Quality of product/development engineering
• Percentage of errors in cost estimates
• Degree to which product meets customer expectations
Forecasting Quality
• Percentage of errors in sales forecasts
• Number of forecasting assumption errors
• Decision maker satisfaction with forecasts
Procurement/Purchasing Quality
• Percentage of supplies delivered on schedule
• Average time to fill emergency orders
Production Control Quality
• Time required to incorporate engineering changes
• Time that assembly line is down due to materials shortage
Quality Assurance Quality
• Wait time on customer inquiries
• Wait time on customer support calls
• Time to answer customer complaints