Name |
Description |
Performance |
Value |
Quality Scorecard |
An example of the Quality Balanced Scorecard with KPIs. Learn more: https://bscdesigner.com/quality-kpis.htm |
65.51%
|
|
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%
|
|
Avoid critical defects, fix non-critical defects quickly |
|
60.88%
|
|
Customer Perspective |
|
0%
|
0
|
Avoid critical defects, fix non-critical defects quickly |
|
60.88%
|
60.88
|
Prevent Critical Quality Problems |
|
82.72%
|
|
Solve Quality Issues Quickly |
|
63.19%
|
|
Complexity index |
|
70%
|
70
|
Excessive timing |
|
70%
|
30
|
Excessive choices |
|
80%
|
20
|
Excessive explanations |
|
60%
|
40
|
Customer retention rate, % |
|
75%
|
75
|
NPS |
|
87.64%
|
78
|
Number of Complaints per Period |
|
20%
|
24
|
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%
|
|
Internal Process Perspective |
|
79.97%
|
79.97
|
Prevent Critical Quality Problems |
|
82.72%
|
82.72
|
Near miss reporting training |
|
85%
|
|
Learn to Prevent Quality Issues |
|
75%
|
|
The number of critical problems per period |
|
66.67%
|
1
|
Quality issues backlog |
|
98.77%
|
18
|
Solve Quality Issues Quickly |
|
63.19%
|
63.19
|
Quality Awareness |
|
75.88%
|
|
Improvement Acceptance Ratio |
Improvement Acceptance Ratio = Suggested ideas / Implemented ideas, % |
69.23%
|
45
|
Time to solve the critical problem |
|
57.14%
|
2
|
Root-Cause Analysis and Quality Assurance |
|
94.01%
|
94.01
|
Quality Awareness |
|
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Outdated training materials, % |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
|