Quality Management and Process Indicators

Fiorenzo Franceschini, Maurizio Galetto and Domenico Maisano
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Fiorenzo Franceschini: Politecnico di Torino
Maurizio Galetto: Politecnico di Torino
Domenico Maisano: Politecnico di Torino

Chapter 1 in Designing Performance Measurement Systems, 2019, pp 1-20 from Springer

Abstract: Abstract This chapter introduces the problem of constructing a quality management system, i.e., a system aimed at suitably driving and controlling an organization. To this purpose, it is essential to (1) identify the most characteristic processes of the organization of interest; and (2) monitor and evaluate them regularly. This demonstrates the important role played by indicators even at a “normative” level. This chapter clarifies these general concepts, referring to recent international standards about quality-management principles and methods. It then shows a preliminary classification of indicators and a description of their general characteristics. Finally, an overview of the main state-of-art research fronts on indicators is provided.

Keywords: Process Indicators; European Foundation For Quality Management (EFQM); Performance Measurement System; Bititci; Intermediate Indicators (search for similar items in EconPapers)
Date: 2019
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DOI: 10.1007/978-3-030-01192-5_1

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