2. Quality measurement
The Japanese master Ishikawa used to answer that, when it came to quality, the most important thing was to "measure, measure, always measure".
Credibility begins with the statement of figures, even if they are wrong, as long as they are honest and based on stable methods. It's evolution over time that's important, not absolute values, which are of little significance given the multidimensional nature of quality.
2.1 Evaluation
Since quality is identified with customer satisfaction, measuring it would be a matter of measuring that satisfaction. We know how to construct satisfaction indices that place it on a scale of values. Strictly speaking, it's no longer a question of measurement, but of evaluation.
The technique...
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Quality measurement
Quality, standards and certification
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