Key Measures for the Chief Quality Officer


Fairbrother, Thomas; Hunn, Lynda   (1992, ASQC)   Bausch & Lomb Eyewear Division, Rochester, NY 14603-0743

Annual Quality Congress, Nashville TN    Vol. 46    No. 0
QICID: 9910    May 1992    pp. 883-888
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Article Abstract

If you are a professional in the quality discipline in a leadership position in your organization, you may find yourself operating in a poorly defined job that is somewhat out of control. This paper offers Key Operating Measures (KOMs) with which you can assess your performance and pinpoint areas that need improvement.

There are three aspects to be measured: your personal effectiveness, effectiveness of organizational functions you control, and effectiveness of functions you influence. Personal effectiveness factors include metrics of performance appraisals, consistency of staff meetings, time management measures, missed commitments, training hours completed, and recognition of staff achievements. Controlled functions includes quality assurance, organizational performance, human resources, customer satisfaction, data analysis, strategic planning inspection accuracy, budget control, time to resolve complaints, cost reductions, and quality audits. Influenced functions includes quality plan, quality results, corrective measures, employee involvement, quality costs, and Baldrige Score. The checklists are most effective when used for self assessment and self improvement rather than as an audit tool to grade the performance of others. Applying these measures to oneself leads by example.


Malcolm Baldrige National Quality Award (MBNQA),Key performance indicators (KPIs),Leadership

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