Measuring quality is often very difficult, but metrics are continuous improvement
tools, not an end in themselves. A common pitfall in TQM efforts is becoming bogged
down with graphs and fishbone charts, which are merely visual representations of
work processes. The following titles cover how to measure quality in various office
settings, as well as how to present the data. They will not, however, tell you what
to measure, because that determination is often best left to the employee who knows
best what tasks are measurable.