Quality Metrics Reporting that Leads to the Best Behaviors

Quality metrics reporting includes reporting organizational costs, on-time delivery, non-conformance rates, lead times, cycle times, and profit.

Organizations benefit when quality metric reporting occurs at the executive, operational, and supplier levels so that the best organizational actions or non-actions happen; however, this often does not occur.

Commonplace reporting formats often provide the status of Y-responses (e.g., a table of numbers) at one point in time, where there may be comparisons to a previous time or a goal.

The forms of reporting shown in the above figure can be inconsistent and confusing in an organization. This form of quality metrics reporting can lead to Y management, resulting in unhealthy, if not destructive, behaviors.

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