Messina, William S. (1990, ASQC) Jones Reilly & Associates, Inc., San Jose, CA
[Abstract based on author's abstract.] Business has developed metrics to measure its success. Until now, these metrics, such as Return on Investment (ROI), have only been of a fiscal nature. Today, with the changing nature of the business arena, namely the emphasis placed on the quality of the manufactured product, quality metrics are being used as measures of success.
This paper explores the use of three types of quality metrics. The first is the traditional measure of quality -- Cost of Quality. The next two are quality measures that reflect the evolutionary nature of the quality field. These metrics are the Taguchi Loss Function and process Performance (Cpk) Statistics. This paper discusses how these metrics can be used to run the business through examples. Finally, this paper compares the three types of metrics based on three attributes: (1) The metric should reflect cost. (2) The metric should be based on data. (3) The metric should be based on specifications. Recommendations are made here on the nature of future research in this area.