1. Recall and specify what a performance indicator is

Quality indicators are tools commonly used to monitor the quality of products manufactured by a company. One indicator widely used in industry is the "measurement" of scrap rate. This indicator is easy to determine. For example, if a company produces 1,000 parts a day, and at the end of the day an average of 10 parts are scrapped, the scrap rate will be 1%. Quality indicators are also known as dashboard indicators or performance indicators, although the name may change depending on the field of application.

A sales department will be interested in the number of orders received during a given period, and will aim to increase this number. The number of orders will be a performance indicator for this department.

The literature on this subject is abundant. In the bibliography section, we cite three articles and a documentation booklet dealing...