Discuss why organizations need to have the correct performance metrics to drive quality.

BSOP 588 Managing Quality

Week 5

DQ 1) Performance Metrics

Discuss why organizations need to have the correct performance metrics to drive quality. Think of examples in the news and their outcomes. For example:

• Toyota and the recalls

• BP and the Gulf oil disaster

• NASA and the Space Shuttle disasters

What behaviors were being driven by their metrics? Identify whether they were the correct behaviors or the wrong behaviors.

DQ 2) Cost of Quality (COQ)

An organization has the following breakdown for cost of quality:

• Prevention 22%

• Appraisal 30%

• Internal Failures 33%

• External Failures 15%

Use your critical thinking skills and discuss what you can deduce from this data. Please think about both behaviors and processes and linkage to the quality management program.

Week 5 Assignment::

Quality in Practice; Using the Balanced Scorecard at the USPS-1

Quality in Practice; Using the Balanced Scorecard at the USPS-2