Quality Index

High Level Design

Overview

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.

Goals

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

Objectives

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)