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Quality Metrics and Measurements

Опубликовано на портале: 29-09-2003
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.
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