Quality measures should be quantifiable to ensure customer needs are being met. Quality metrics that are data driven can point to where quality improvement initiatives should be launched.
It is important to understand what needs to be measured and how to determine when processes are producing non-conformities.
Explain steps an organization should take to identify quality targets for a particular product or service.
As a leader, explain potential quality metrics that could potentially be used (ex. First Time Right, Cost of Non-Quality, Voice of the Customer Surveys, etc.) to measure quality performance.
Explain how improvement initiatives should be launched to improve quality performance.