What quality metrics and indicators should you track for your products?

Developing a quality product with the best cost in fastest time is the goal of many organizations. There is a need for a measurement system to achieve this. Traditionally the quality systems mainly focused on lagging indicators like first time quality, customer return rate, field quality etc. which are all considered lagging indicators. Since the defect already happened it is not considered as a preventive measurement but more with the detection. Modern day thinking tells us that lagging indicators are not good enough but we have to move to the leading indicators which can forewarn about possible defects so the defects can be prevented. Focusing on Design FMEA's, risk based rating of new technology, new processes .can be leading indicators.

Every product has a crucial success param which is Customer satisfaction and experience. Stats show 73% of customers stay loyal due to good experience, while 60% will bail after a bad one. Prioritize UX/UI to keep users smiling. 😉 In tech, measure customer satisfaction with NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score). Analyze user feedback and track churn rates. Keep an eye on these metrics to drive improvements. 📈 #CustomerSatisfaction

To ensure product quality, it's crucial to monitor various metrics. Common indicators include defect rates, customer satisfaction, return/refund rates, reliability, durability, safety, compliance with standards, and cost of quality. Employee satisfaction, supplier performance, production efficiency, time-to-market, and environmental impact are also relevant. Tracking innovation and regression testing (for software) helps maintain high quality. Choose metrics aligned with your objectives. Regular monitoring and analysis enable improvements, leading to satisfied customers and business success!

I would like to add that monitoring and optimizing product performance is an ongoing and iterative process. It's not a one-time task but rather a continuous effort to ensure your product consistently meets or exceeds the defined standards and user expectations. Moreover, the definition of product performance indicators should align with your product's specific goals and user needs. For example, in a video streaming service, speed and buffer time might be critical indicators, while in a financial application, security and compliance become paramount. Collaborating with developers, testers, designers, and other stakeholders helps in gaining a holistic perspective, addressing both technical and user-related aspects effectively.

In my experience, an effective quality assurance strategy goes beyond just meeting defined standards; it also encompasses the broader aspects of reliability, consistency, and user satisfaction. A critical component of quality assurance is prevention. Rather than addressing issues after they occur, proactive quality planning and control processes are crucial. This includes defining quality criteria early in the product development cycle, conducting thorough reviews and inspections, and implementing best practices to prevent defects from arising in the first place. Conducting regular quality audits and reviews helps identify areas for enhancement in both the product and the development process.

deal engineering culture in tech should be a blend of innovation, collaboration, and customer focus. It should encourage experimentation and risk-taking while maintaining high quality. Remember, culture is an ongoing effort and should adapt as your company evolves. 🚀 #EngineeringCulture