An instrument for quality performance-measurement

An instrument for evaluating the quality performance measurement level and the quality performance results is presented. The instrument is based on the classification of quality in categories and classes; for each of them, the objects of the evaluation, the methodologies, techniques and indicators most useful and used for the quality measurement and control are described. The instrument was tested in two large Italian manufacturing companies (Eaton Controls S.p.A. and Zanussi Elettrodomestici S.p.A.) and gave satisfactory results for the set up and improvement of the quality performance measurement and control system, and permitted a more effective benchmarking in relation to the quality performances. © 1995.