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Quality Metrics for Workgroups

The document discusses Quality Function Deployment (QFD), which is also known as the House of Quality method. QFD shows the connections between customer needs, product/service quality characteristics, and the processes required to deliver them. It aims to improve customer satisfaction by translating customer needs into design targets, communicating these targets throughout the organization, and allowing customers to prioritize their requirements. Some key metrics for analyzing the effectiveness of knowledge management using QFD include competence development expenses, employee satisfaction, training expenses per employee, patents held, employee attrition rate, costs of reinventing solutions, and the ratio of implemented ideas to suggested ideas.

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Sahithi Ammu Lu
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92 views2 pages

Quality Metrics for Workgroups

The document discusses Quality Function Deployment (QFD), which is also known as the House of Quality method. QFD shows the connections between customer needs, product/service quality characteristics, and the processes required to deliver them. It aims to improve customer satisfaction by translating customer needs into design targets, communicating these targets throughout the organization, and allowing customers to prioritize their requirements. Some key metrics for analyzing the effectiveness of knowledge management using QFD include competence development expenses, employee satisfaction, training expenses per employee, patents held, employee attrition rate, costs of reinventing solutions, and the ratio of implemented ideas to suggested ideas.

Uploaded by

Sahithi Ammu Lu
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd

KNOWLEDGE MANAGEMENT METRICS

QUALITY FUNCTION DEPLOYMENT


The House of Quality method is also called Quality Function Deployment (QFD).
It shows the connections between true quality, quality characteristics and
process characteristics.

HOUSE OF QUALITY MATRIX

Relationships

Workgroup
Metrics for performance
performance
Importance of issues
being measured
Outcomes
Workgroup’s
Correlations knowledge, related
goals
Benchmark values
Goals and values
Ranked issues
Desired results

Customer-centric features of QFD


QFD is a comprehensive quality system aimed at improving customer
satisfaction.
 Focus on delivering value by meeting the spoken and unspoken needs.
 Translate the needs of the customers into design targets.

KNOWLEDGE MANAGEMENT Dr. Sumathi G N Page 1


 Communicating the design targets through the organization.
 It allows customers to prioritise their requirements.
 Enables the performance assessment of the company against the
competitors.
 Directs to optimize the features to achieve a competitive advantage.

Some of the QFD indicators to analyse KM effectiveness


1. Competence development expenses
2. Employee satisfaction
3. Training expenses per employee
4. Total number of patents held
5. Employee attrition rate
6. The expense of reinventing solution per year
7. Number of ideas implemented compared to those suggested

KNOWLEDGE MANAGEMENT Dr. Sumathi G N Page 2

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