Quality Index

High Level Design


The word “quality” can have many different meanings, according to context. There are many definitions of ‘quality’ in various organizational settings. For instance, it might mean perfect aesthetics for a furniture manufacturer, color and texture for a paper manufacturer and ingredients and taste in a restaurant. In general, though, quality can be defined as ‘the ability of a product or service to fully meet the customer’s expectations, or fit for the customer’s intended use of the product. According to this definition, quality is all about the customer, the expectation from the product or service and how it is delivered.


Ensure that the goods / service are fit for purpose and meet customers’ expectations.


Enable the business to evaluate key factors that contribute to “appropriate quality”, including the following measures, weighted –

  • 0.25 * % First Pass Yield (the number of units coming out of a process divided by the number of units going into that process over a specified period of time. Only good units with no rework or scrap are counted as coming out of an individual process.)
  • 0.5 * % Customer Complaints due to quality of services / products
  • 0.25 * % Orders that were delivered on time

KPI Architecture

Objectives KPIs Measures Data Source
How is the organization ensuring that it is delivering products that are fit in purpose? Quality Index Weighted % Orders On Time –
0.25*[Orders On Time]/[All Orders]
Orders Database / fact_Order_Cycle_Time
Weighted % First Pass Yield –
0.25*[Units Passed]/[All Units]
Operational Process Monitoring / First Pass Yield
Weighted % Customer Complaints –
0.5*[Customer Complaints due to quality] / [Units Sold]
Operational Process Monitoring / First Pass Yield

Data Requirements

# Source Table Name Table Details (type, # rows, key fields)
1 Orders Database Order Cycle Time Transaction Table
2 CRM Customer Complaints Summary table – Monthly level
3 Operational Process Monitoring First Pass Yield Summary table – Monthly level
4 Orders Database Product Dimension Table, Key = Product_ID
5 Orders Database Category Dimension Table, Key = Category_ID

Data Modeling (Elasticube Design)

Suggested data model for quality index analysis


The following resources will enable you to design your dashboard and data model with sample data and then apply it to your own data. Note that you will need to have a previously installed version of Sisense (you can use the free trial version if you’re not a customer).

Sample data and dashboard examples (direct download)