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Quality Management and Process Indicators

In: Designing Performance Measurement Systems

Author

Listed:
  • Fiorenzo Franceschini

    (Politecnico di Torino)

  • Maurizio Galetto

    (Politecnico di Torino)

  • Domenico Maisano

    (Politecnico di Torino)

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.

Suggested Citation

  • Fiorenzo Franceschini & Maurizio Galetto & Domenico Maisano, 2019. "Quality Management and Process Indicators," Management for Professionals, in: Designing Performance Measurement Systems, chapter 1, pages 1-20, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-030-01192-5_1
    DOI: 10.1007/978-3-030-01192-5_1
    as

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