AN INSTRUMENT FOR QUALITY PERFORMANCE-MEASUREMENT

An instrument for evaluating the quality performance measurement level and the quality performance results is presented. The instrument is b ased on the classification of quality in categories and classes; for e ach of them, the objects of the evaluation, the methodologies, techniq ues and indicators most useful and used for the quality measurement an d control are described. The instrument was tested in two large Italia n manufacturing companies (Eaten Controls S.p.A. and Zanussi Elettrodo mestici S.p.A.) and gave satisfactory results for the set up and impro vement of the quality performance measurement and control system, and permitted a more effective benchmarking in relation to the quality per formances.