QUALITY AND PRODUCTIVITY

SELF-ASSESSMENT GUIDE

SURVEY


Department of Defense, Washington, D.C.

Red Version

TABLE OF CONTENTS

Section Page

Introduction

Survey

Appendix A - Definition of Terms


QUALITY AND PRODUCTIVITY

SELF-ASSESSMENT GUIDE

Description

The Quality and Productivity Self-Assessment Guide is intended to help stimulate thinking about the practices, policies, and attitudes within your organization as they relate to quality improvement. Your answers can be scored in two ways. First, you will be asked to score your own answers and then be invited to read various information, depending upon your scores. If you are asked to return your scores, they may be grouped together with those of your co-workers. No one will know how you responded as an individual, but by looking at "averages," both you (when you get feedback) and your leaders may be helped to find ways to make it easier to get the job done.

Instructions

Complete the questions beginning on page 1 of this booklet. Then, complete the scoring section which begins on page 1 of the companion Ideas and Sources booklet.

Some of the questions ask people to consider the entire organization in their response, and others ask people to think about their immediate department or work unit. Please consider the following as the "organization" and "work unit" as you complete the assessment.

Organization = ___________________________________________________________

Work unit = _____________________________________________________________

Appendix A contains definitions of terms which you may or may not be familiar with. As you answer questions, please refer to the Appendix if you are not sure about an unfamiliar term.


SURVEY - DEMOGRAPHICS

For each question, place a check mark in appropriate boxes.

( 1) Are you a(n): Employee [ ] Customer [ ] Supplier [ ]

( 2) Are you a(n): Officer [ ] Enlisted [ ] Civilian [ ]

( 3) How long have you served in your current position? 0-6mo [ ] 6mo-2yrs [ ] over 2yrs [ ]

( 4) Are you a manager or supervisor? Yes [ ] No [ ]

Have you ever taken any: Yes/ No

( 5) Quality Management courses? [ ] [ ]

( 6) Performance Measurement courses? [ ] [ ]

( 7) Government Performance Results Act (GPRA) courses? [ ] [ ]

Have you ever read any articles or books on:

( 8) Quality Management? [ ] [ ]

( 9) Performance Measurement? [ ] [ ]

(10) the Government Performance Results Act (GPRA)? [ ] [ ]

Continue with survey

SURVEY - QUESTIONS

DIRECTIONS:

A list of statements will be presented. A labeled 6-point scale is presented above each statement or group of statements. In each case, circle the number 1, 2, 3, 4, 5, or 6 which most closely represents how you feel about each statement.

For each statement a choice labeled N/A is available. Circle N/A if the statement does not apply or if you do not know the answer.
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
1 Managers and supervisors in the organization have the authority to try a promising new approach to doing things. 1 23 4 56 N/A
very unfavorably unfavorably somewhat unfavorably somewhat favorably favorably very favorably
2 How do the organization's business processes, operations, and support services compare with industry and world leaders? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
3 If given a choice, the organization's customers would take their business elsewhere. 1 23 4 56 N/A
4 The work unit collects data about its inputs (e.g., resources, staff, etc.). 1 23 4 56 N/A
5 The facts and information needed to do a good job are available to people in the work unit. 1 23 4 56 N/A
6 Suppliers are invited to review the design and evaluate products or services throughout the development cycle. 1 23 4 56 N/A
7 The organization regularly assesses the quality of its products, processes, and/or services. 1 23 4 56 N/A
8 Tools and/or equipment in the organization are maintained and operated at peak efficiency. 1 23 4 56 N/A
9 The organization posts information on bulletin boards about quality improvement. 1 23 4 56 N/A
10 Effective communication channels exist between work units in the organization. 1 23 4 56 N/A
11 Strategic quality planning in the organization includes use of competitive and benchmark data. 1 23 4 56 N/A
12 There is little wastage of materials and supplies in the organization. 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
13 Competitive and benchmark data are routine inputs to process improvement evaluations. 1 23 4 56 N/A
14 The organization makes reference materials about quality easily available to people. 1 23 4 56 N/A
15 The organization analyzes its customer complaints in order to improve its products/services. 1 23 4 56 N/A
16 The organization rewards creative thinkers. 1 23 4 56 N/A
17 The work unit analyzes/uses data on its inputs (i.e., resources, staff, etc.) to measure success in meeting goals. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
18 How many work units collect data about their inputs (i.e., resources, staff, etc.)? 1 23 4 56 N/A
19 How many work units collect data about their efficiency in getting the job done? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
20 The structure of the organization is fair game for evaluation and change when process improvements are considered. 1 23 4 56 N/A
21 Suppliers know how the organization defines its quality requirements. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
22 How many work units in the organization use techniques to improve group member relationships (example: team building)? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
23 If given a choice, most organizational members would choose to stay with the organization. 1 23 4 56 N/A
24 People in the organization make no effort to reuse or salvage excess materials and supplies whenever possible. 1 23 4 56 N/A
25 The work unit measures its products/ services in relation to mission objectives. 1 23 4 56 N/A
26 The work unit has appropriate personnel to get the job done properly. 1 23 4 56 N/A
27 The organization plays an active role in the community regarding its responsibilities to the public on issues such as health, safety, ethical business practices, and/or environmental protection. 1 23 4 56 N/A
28 People in the organization are adequately trained to use the equipment they have. 1 23 4 56 N/A
29 The organization uses information from its customers to support organization-level review, action, and planning. 1 23 4 56 N/A
30 Before equipment is bought by or issued to the organization, plans are made concerning how it will be used and who will use it. 1 23 4 56 N/A
no data very little data some data adequate data fairly extensive data comprehensive data N/A
31 Rate the scope of data monitored concerning the organization's suppliers. 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
32 Senior executives in the organization ask people about ways to improve value delivered to customers. 1 23 4 56 N/A
33 The work unit collects data about its outputs (e.g., products/services). 1 23 4 56 N/A
34 People in the work unit rely on "the grapevine" or rumors for information. 1 23 4 56 N/A
35 Innovators are the people who getahead in the organization. 1 23 4 56 N/A
36 Customers know that the organization stands behind its products/services. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
37 How many work units know how the organization defines quality improvement? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
38 There is quick recognition of people for outstanding performance. 1 23 4 56 N/A
> 20 16-20 11-15 6-10 1-5 < 1 N/A
39 What percentage of the organization's customers complain? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
40 The quality of the organization's products and/or services is continually improving. 1 23 4 56 N/A
41 Attempts are made to promote people who do good work. 1 23 4 56 N/A
< none very few some quite a few many a lot N/A
42 How many work units analyze/use data about their inputs (i.e., resources, staff, etc.)? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
43 Work facilities (restrooms, cafeterias, conference rooms, etc.) in the organization are excellent. 1 23 4 56 N/A
44 People in the work unit know that their managers and supervisors will help them find answers to problems they may be having in the workplace. 1 23 4 56 N/A
45 People in the work unit enjoy their co-workers. 1 23 4 56 N/A
46 People in the organization try to plan ahead for changes (such as in customer expectations) that might impact the organization's future performance. 1 23 4 56 N/A
47 Work delays are common in the organization. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
48 How many work unit members have seen the organization's formal (written) quality policy? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
49 The organization uses teams to identify obstacles to goal or objective accomplishment. 1 23 4 56 N/A
50 People in the work unit are challenged by their managers and supervisors to find ways to improve the system. 1 23 4 56 N/A
< 60 60-70 71-80 81-90 91-98 > 98 N/A
51 What percentage of the organization's customers receive what they need (or order) from the organization by the promised or expected due date? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
52 The organization must continually improve the quality of its products and/or services because the competition is always improving. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
53 How many work units collect data about their outputs (products/services)? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
54 People in the work unit take pride in their work. 1 23 4 56 N/A
< 60 60-70 71-80 81-90 91-98 > 98 N/A
55 What percentage of the organization's customers find the products or services they receive consistent? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
56 The rewards used by the organization are worth the effort it takes for a person to achieve one. 1 23 4 56 N/A
57 The organization works with its suppliers to agree on quality goals. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
58 How many work units analyze/use data about their outputs (products/services) to measure their success in meeting goals? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
59 People receive promotions because they earn them. 1 23 4 56 N/A
60 People in the work unit are friendly with one another. 1 23 4 56 N/A
61 Strategic quality planning is part of the organization's overall business plan. 1 23 4 56 N/A
62 Tools and/or equipment in the organization often require repair. 1 23 4 56 N/A
63 The organization has developed a high level of trust and confidence among its customers. 1 23 4 56 N/A
64 People in the work unit know how to define the quality of work they produce. 1 23 4 56 N/A
65 A spirit of cooperation and teamwork exists in the organization. 1 23 4 56 N/A
66 The work unit knows how its products/services relate to the organization's mission. 1 23 4 56 N/A
67 Organizational members rarely need to re-do a job or task. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
68 How many work units use data about their efficiency to improve their processes? 1 23 4 56 N/A
69 How many work units in the organization have established quality improvement teams? 1 23 4 56 N/A
70 How many organizational members can specify, if asked, what goals or objectives they are working toward? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
71 Managers and supervisors in the work unit ask people for their opinions and ideas about their work. 1 23 4 56 N/A
72 The data monitored by the organization are easily accessible to the people who need to see it. 1 23 4 56 N/A
73 Managers and supervisors in the work unit make the continuous improvement of the work produced top priority. 1 23 4 56 N/A
74 The organization rewards people for taking calculated risks. 1 23 4 56 N/A
75 The work unit analyzes/uses data on outputs (products/services) to measure success in meeting goals. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
76 How many work units collect data about how effectively they're getting the job done? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
77 The organization considers technology, socio-economic, and demographic forecasts in planning to meet future customer needs. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
78 How many work units compare their products/services to objective standards? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
79 The organization searches for new sources of benchmark data. 1 23 4 56 N/A
80 Senior executives in the organization follow up on suggestions for improvement. 1 23 4 56 N/A
81 People in the work unit often discuss ways to improve the work produced. 1 23 4 56 N/A
82 The performance appraisals of employees include quality improvement criteria. 1 23 4 56 N/A
no data very little data some data adequate data fairly extensive data comprehensive data N/A
83 Rate the scope of data monitored concerning internal operations and processes. 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
84 Strategic quality planning in the organization includes supplier input. 1 23 4 56 N/A
85 The organization follows up with customers to ensure that the products or services they received are satisfactory. 1 23 4 56 N/A
86 The people in the organization who come into contact with customers have the power to resolve customer problems. 1 23 4 56 N/A
87 The environment between management and the union is one of openness, trust, and equality as partners. 1 23 4 56 N/A
88 People in the organization try to plan ahead for technological changes (such as new developments in computer software) that might impact the organization's future performance. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
89 How many work units measure their products/services in relation to mission objectives? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
90 The organization has an effective process for ensuring that customer complaints are collected and evaluated. 1 23 4 56 N/A
91 People in the work unit believe that their work is important to the success of the organization. 1 23 4 56 N/A
< very unfavorably unfavorably somewhat unfavorably somewhat favorably favorably very favorably
92 How does the organization compare to private industry on the quality of its products and/or services? 1 23 4 56 N/A
none very few some quite a few many a lot N/A
93 How many work units have set short- term objectives concerning quality improvement? 1 23 4 56 N/A
very unfavorably unfavorably somewhat unfavorably somewhat favorably favorably very favorably
94 How do the organization's customer satisfaction results compare with private industry and world leaders? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
95 The work unit collects data about its efficiency in getting the job done. 1 23 4 56 N/A
96 Organizational members often need to wait for needed materials, supplies, or outside support services. 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
97 There is a relationship between long-term priorities and the organization's leadership objectives. 1 23 4 56 N/A
98 Organizational members rarely complain about their jobs being stressful. 1 23 4 56 N/A
99 Once jobs or projects are started in the organization, they are usually finished without undue delay. 1 23 4 56 N/A
100 Work units are structured to support each other. 1 23 4 56 N/A
101 The data that the organization collects are used to identify opportunities for quality improvement. 1 23 4 56 N/A
102 Organizational members are informed about how their work units stand in relation to goals, objectives, or standards. 1 23 4 56 N/A
103 The quality of work produced is the primary focus of the organization. 1 23 4 56 N/A
104 The organization tracks the response time to customer complaints. 1 23 4 56 N/A
105 Organizational members are well- trained. 1 23 4 56 N/A
106 The organization has sufficient personnel to accomplish its mission. 1 23 4 56 N/A
107 People in the organization are encouraged to participate in quality awareness activities with external groups (professional, local, state, national, trade, business, education). 1 23 4 56 N/A
108 People in the work unit look for ways to improve their work. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
109 How many organizational members with good ideas are likely to tell their supervisors? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
110 The work unit collects data about how effectively they're getting the job done 1 23 4 56 N/A
none very few some quite a few many a lot N/A
111 How many work units know how their products/services relate to the organization's mission? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
112 Strategic quality plans are used to direct the commitment of resources (such as for capital expenditures, training, etc.) in the organization. 1 23 4 56 N/A
113 The organization uses teams to define or clarify the organization's mission and/or work unit missions. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
114 How many work units compare their products/services with their private industry counterparts? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
115 There is ample time for people in the work unit to perform jobs in a professional manner. 1 23 4 56 N/A
116 Work unit managers and supervisors are informed about how their work units stand in relation to goals, objectives, or standards. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
117 How many organizational members have received training in quality improvement techniques? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
118 Data from work units are used at the organizational level to guide rapid improvements in quality, productivity, and timeliness. 1 23 4 56 N/A
119 The organization's customer service standards are periodically evaluated and improved. 1 23 4 56 N/A
no data very little data some data adequate data fairly extensive data comprehensive data N/A
120 Rate the scope of data monitored concerning the product and/or service development process. 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
121 People who do outstanding work can expect to be rewarded. 1 23 4 56 N/A
122 The organization's materials, supplies, and/or outside support services meet quality specifications. 1 23 4 56 N/A
123 The work unit analyzes/uses data about its efficiency to improve its processes. 1 23 4 56 N/A
no data very little data some data adequate data fairly extensive data comprehensive data N/A
124 Rate the scope of data monitored concerning customer satisfaction. 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
125 The people in the organization who come into contact with customers are considered the most valuable employees in the organization. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
126 How many organizational members know how the goals or objectives they are working toward relate to the organization's mission? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
127 The organization searches for quicker ways to collect data used to support its quality objectives. 1 23 4 56 N/A
no data very little data some data adequate data fairly extensive data comprehensive data N/A
128 Rate the scope of benchmark data monitored. 1 23 4 56 N/A
129 Rate the scope of data monitored concerning internal customer satisfaction. 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
130 People in the organization see the continuing improvement of work produced as essential to the success of the organization. 1 23 4 56 N/A
131 The organization uses teams to define performance measures to track progress toward goal attainment. 1 23 4 56 N/A
132 Senior executives in the organization regularly review the organization's progress toward meeting its goals and objectives. 1 23 4 56 N/A
132 > 20 16-20 11-15 6-10 1-5 < 1 N/A
133 What percentage of the organization's customers find errors or defects in the products or services they receive? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
134 The organization uses a systematic process to tailor its products and/or services to meet or exceed what customers expect. 1 23 4 56 N/A
135 Senior executives in the organization set examples of quality performance in their day-to-day activities. 1 23 4 56 N/A
136 The work unit analyzes/uses data about its effectiveness to improve its processes. 1 23 4 56 N/A
137 The organization attempts to improve the quality and responsiveness of its internal support services and business processes. 1 23 4 56 N/A
138 Customers are invited to review the design and evaluate products or services throughout the development cycle. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
139 How many work units in the organization use charts or graphs to track data over time (example: statistical process control)? 1 23 4 56 N/A
140 How many work units have set long- term goals concerning quality improvement? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
141 The work unit compares its products/ services to objective standards. 1 23 4 56 N/A
142 When quality deficiencies in a product or service are identified, steps are taken to correct them as soon as possible. 1 23 4 56 N/A
143 The organization provides easy access for customers to comment, seek assistance, and/or complain about a product or service. 1 23 4 56 N/A
144 Working conditions (noise, heat, light, cleanliness) in the organization are excellent. 1 23 4 56 N/A
145 The organization has a realistic schedule for replacing outdated equipment. 1 23 4 56 N/A
146 The people in the organization who come into contact with customers have been specifically selected for their abilities to interact with others. 1 23 4 56 N/A
147 Organizational members are unaware of safety regulations. 1 23 4 56 N/A
no data very little data some data adequate data fairly extensive data comprehensive data N/A
148 Rate the scope of data monitored concerning the quality of the organization's products and/or services. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
149 How many organizational members know how performance measures relate to monitoring their accomplishment of goals and objectives? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
150 Absenteeism in the organization is at a minimum. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
151 How many organizational members take the organization's formal (written) quality policy seriously? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
152 Work expectations for people in the work unit are fair. 1 23 4 56 N/A
153 The organization's customer satisfaction results have been steadily improving from year to year. 1 23 4 56 N/A
154 Everyone in the organization understands their role in satisfying customer requirements. 1 23 4 56 N/A
no data very little data some data adequate data fairly extensive data comprehensive data
155 Rate the scope of data monitored concerning the organization's internal support services and business processes. 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
156 There are good working relationships between work units in the organization. 1 23 4 56 N/A
157 The organization publishes information about quality improvement in its newsletters, memos, etc. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
158 How many work units in the organization use diagrams or flow charts to highlight potential causes of problems (examples: fishbone diagram, Pareto chart)? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
159 Training in quality improvement is easily available to those organizational members who require it. 1 23 4 56 N/A
160 The organization's safety and accident record is excellent. 1 23 4 56 N/A
161 The measures used by the organization to assess the quality of its products, processes, and/or services are well-documented. 1 23 4 56 N/A
162 The work unit compares its products/ services with its private industry counterparts. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
163 How many work units analyze/use data about their effectiveness to improve their processes? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
164 The performance appraisals of managers and supervisors include quality improvement criteria. 1 23 4 56 N/A
165 The organization uses teams to define or clarify long-term organizational and/or work unit level goals. 1 23 4 56 N/A
166 The data that the organization collects are monitored to determine customer satisfaction trends. 1 23 4 56 N/A
167 Strategic quality planning in the organization includes customer input. 1 23 4 56 N/A
168 Organizational members rarely need to shift work priorities in order to get jobs done. 1 23 4 56 N/A
none very few some quite a few many a lot N/A
169 How many good ideas are received from organizational members on a regular basis? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
170 There is a relationship between long- term priorities and the organization's leadership objectives. 1 23 4 56 N/A
171 The people in the organization who are responsible for planning and developing products and/or services work together to ensure that the product or service will meet customer requirements. 1 23 4 56 N/A
172 The right tools, equipment, and materials are available in the work unit to get the job done. 1 23 4 56 N/A
< 60 60-70 71-80 81-90 91-98 > 98 N/A
173 What percentage of the organization's customers are satisfied with the promised or expected due dates for a product or service? 1 23 4 56 N/A
strongly disagree disagree somewhat disagree somewhat agree agree strongly agree N/A
174 The pay scale for organizational members is fair. 1 23 4 56 N/A


APPENDIX A- DEFINITION OF TERMS

Benchmark data

Data used to compare the organization with other organizations.

Business processes, operations, and support services

These include activities and operations involving finance and accounting, software services, sales, marketing, public relations, information services, purchasing, personnel, legal services, plant and facilities management, basic research and development, and secretarial and other administrative services.

Customer

Any person, company, etc. outside the organization that uses or buys the organization's product or service.

Internal customer

A work unit, department, division, person, inside the organization that is dependent upon another work unit, person, department for supplies, products, materials, services, etc.

Mission

The mission of an organization describes its reason for existence. For example, "The ABC Corporation is dedicated to providing top quality food to its customers at reasonable prices".

Performance appraisal

The means by which employees are periodically judged for purposes of advancement, pay raise, etc.

Performance measures

Data collected by the organization used to determine how well they are performing. The percentage of defective items returned, the number of customer complaints, and the length of time taken to complete a service transaction are examples of performance measures.

Senior executives

These are the highest ranking officials in the organization.

Strategic quality planning

An ongoing management practice of evaluating the implications of alternative courses of action and establishing an approach to meeting organizational quality improvement objectives. A strategic quality plan is a strategy to define quality improvement, set a direction, outwit the competition, and focus effort and resources.

Suppliers

Other company providers of goods and services. The use of these goods and services may occur at any stage in the production, delivery, and use of the organization's products and services. Thus, suppliers include businesses such as distributors, dealers, and franchises as well as those that provide materials and components.