Target Baseline Value
KPI tree preview. Document date 4/1/19
Name Description Performance Value
Quality Scorecard An example of the Quality Balanced Scorecard with KPIs. Learn more: https://bscdesigner.com/quality-kpis.htm 49.13%
Financial Perspective 37.93% 37.93
Sustainable growth 37.93% 37.93
Cost of Poor Quality 37.93% 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 53.44% 53.44
Customer Perspective 0% 0
Avoid critical defects, fix non-critical defects quickly 60.88% 60.88
Prevent Critical Quality Problems 82.72% 82.72
Solve Quality Issues Quickly 63.19% 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% 94.01
Internal Process Perspective 79.97% 79.97
Prevent Critical Quality Problems 82.72% 82.72
Near miss reporting training 85% 85
Learn to Prevent Quality Issues 75% 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% 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% 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Outdated training materials, % 96% 4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