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7 Types of Quality Metrics

 , March 31, 2017
Quality metrics are measurements of the value and performance of products, services and processes. The following are common examples.

Customer Satisfaction

In many cases, it is appropriate to measure the quality of a product or service by the quantifying customer opinions. The most common way to do this is simply to ask customers to rate their satisfaction. For example, there is no better way to measure the quality of a meal beyond asking the customer if it was good.

Ratings

Ratings of products and services such as those offered by reputation systems.

Failure Rate

The reliability of products as measured by the probability of a failure over a period of time. For example, a robot might have an annual failure rate of 0.1% indicating that 1 out of 1000 units fail in a year.

Mean Time Between Failures

The reliability of IT services is often measured as the mean time between failures. For example, a software service with a mean time between failures of 6 months is down twice a year on average.

Quality of Service

Quality of service is a telecom industry term for the quality of network services such as internet connectivity measured using technical metrics such as error rates, bit rate, throughput, transmission delay and availability.

Quality Control

Quality control is the sampling or testing of manufactured units or delivered services. For example, a hotel might randomly sample rooms that have been cleaned to make sure that the room is in the expected condition. This can then be tracked as a quality metric such as the percentage of rooms that met the hotel's standards.

Defect Rate

The quality of processes or project work can be measured with a defect rate. For example, the number of defects per 1000 lines of code can be considered a quality metric.
Overview: Quality Metrics
TypeQuality
Metrics
DefinitionMeasurements of the value and performance of products, services and processes.
Related ConceptsQuality
Metrics
Customer Satisfaction
Quantification

Business Metrics

This is the complete list of articles we have written about business metrics.
Attach Rate
Baseline
Benchmarks
Budget Variance
Capability Rate
Churn Rate
Compliance Rate
Cost Effectiveness
Customer Satisfaction Rate
Cycle Time
Efficiency
Error Rate
Financial Metrics
Function Points
Gross Margin
IT Metrics
Marketing Metrics
Productivity
ROI
Run Rate
Sales Metrics
Sales Volume
Share Of Wallet
Story Points
Takt Time
Time To Volume
Turnaround Time
Vanity Metrics
More ...
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Types of Quality

A list of quality types.

Quality vs Value

The subtle difference between quality and value.

Service Quality

The primary types of service quality.

Experience Quality

The common types of experience quality.

Critical To Customer

A definition of critical to customer with examples.

Design Life

The common types of design life.

Planned Obsolescence

The common types of planned obsolescence.

Quality Objectives

The definition of quality objectives with examples.

Credence Quality

A definition of credence quality.

Metrics

An reasonably comprehensive list of metrics.

Marketing Metrics

A list of common ways to measure marketing results.

IT Metrics

A list of commonly used IT metrics.

Innovation Metrics

How to measure innovation including early stage, late stage and overall program metrics.

Metrics vs Measurements

The difference between a metric and a measurement.

Best In Class

A definition of best in class with examples.

Data-Driven Business

The common types of data-driven business.

Cycle Time

A definition of cycle time with examples.

Labor Productivity

How to calculate labor productivity with examples.

Cost Effectiveness

A definition of cost effectiveness with example calculations.
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