% defective products/services

Cost of defective products/services

Number of defects per shift, per day, per process, per defect type etc.

Number of on time service/shipments/deliveries

Number of inspections, cost of inspections

Number of customer returns, cost of returns, number of returns by category

Number of customer complaints, cost of complaints, number of complaints by category

Number of recalls, cost of recalls

Number of billing errors, cost of billing errors,

Overall quality index, local indices, current quality levels vs. target quality performance

Overall customer satisfaction index, local customer satisfaction indices

Testing of incoming materials/services, supplier specific quality metrics, cost of supplier nonconformance, number of supplier errors, defects, out of

stock events etc.

Customized quality control metrics per department and activity such as processing orders, inventory levels, shipping, customer service, production

Number of maintenance requirements, cost of maintenance, number of setups

Number of reworks, cost of reworks

Number of reengineering events, cost of reengineering events

Number of repairs, cost of repairs

Number of replacements, cost of replacements

Number of retesting events, cost of retesting events

Quantity of scrap/waste, cost of scrap/waste

Number of downtime events, cost of downtime

Number of safety incidents, cost of safety incidents

Number of environmental incidents, cost of environmental incidents

Productivity level, capacity utilization, throughput

Lead time per activity/process

Number of out of stock events, cost of out of stock events

Number of products out of stock, cost of products out of stock

…plus customized metrics for your business