Target Baseline Value
Name Description Performance Value
Quality Scorecard An example of the Quality Balanced Scorecard with KPIs. Learn more: https://bscdesigner.com/quality-kpis.htm 65.25%
Financial Perspective 37.93% 37.93
Sustainable growth 37.93% 37.93
Cost of Poor Quality 480
Customer support specialist costs 120
Solution costs 240
Brand impact costs 120
Maintainable product 96.94% 96.94
Avoid critical defects, fix non-critical defects quickly 67.55% 67.55
Customer Perspective 0% 0
Avoid critical defects, fix non-critical defects quickly 67.55% 67.55
Prevent Critical Quality Problems 66.05% 66.05
Solve Quality Issues Quickly 77.47% 77.47
Complexity index 67.1% 67.1
Excessive timing 59% 41
Excessive choices 70% 30
Excessive explanations 75% 25
Customer retention rate, % 75% 75
NPS 87.64% 78
Number of Complaints per Period 40% 18
Maintainable product 96.94% 96.94
Top performers turnover, % 96.94% 5
Quality/Complexity Complaints from Team
Root-Cause Analysis and Quality Assurance 94.01% 94.01
Internal Process Perspective 79.18% 79.18
Prevent Critical Quality Problems 66.05% 66.05
Near miss reporting training 85% 85
Learn to Prevent Quality Issues 75% 75
The number of critical problems per period 33.33% 2
Quality issues backlog 98.77% 18
Solve Quality Issues Quickly 77.47% 77.47
Quality Awareness 75.88% 75.88
Improvement Acceptance Ratio Improvement Acceptance Ratio = Suggested ideas / Implemented ideas, % 69.23% 45
Time to solve the critical problem 85.71% 1
Root-Cause Analysis and Quality Assurance 94.01% 94.01
Quality Awareness 75.88% 75.88
Time to develop prevention plan 97.67% 3
Time to implement prevention plan 90.36% 30
Learning & Growth Perspective 78.63% 78.63
Near miss reporting training 85% 85
Near miss awareness training penetration, % 80% 80
Near miss issues reported 85% 17
Learn to Prevent Quality Issues 75% 75
Ambiguities per requirements page 66.67% 4
Expert Review Metric (WTF/Minute) 83.33% 4
Quality Awareness 75.88% 75.88
Outdated training materials, % 96% 4
Quality training penetration, % 82% 82
Quality program awareness, % 67% 67
Communication redundancy Average Communication redundancy, % = (Average message size – Shortest message size) / Average message size. 65% 35
Time to respond to quality issue 95.65% 2