QualityIntermediate Core Compliant Accredited

Quality Metrics & Reporting

Designing and using quality metrics to drive performance improvement

Course Overview

This course provides learners with an understanding of quality metrics and how to design, collect, analyse and report on quality performance. Learners will explore the balanced scorecard approach to quality measurement, leading and lagging indicators, quality dashboards, first-time quality, cost of quality and the use of metrics in management reviews. The course is suitable for quality managers and those with quality reporting responsibilities.

Learning Outcomes

• Understand the principles of effective quality metric design
• Select and define quality KPIs appropriate to the organisation
• Distinguish between leading and lagging quality indicators
• Apply cost of quality concepts to measure the financial impact of quality
• Design and maintain quality performance dashboards
• Present quality metrics in management review meetings
• Use quality metrics to prioritise and drive improvement actions

Course Structure (4 topics, 12 lessons)