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What to Monitor and Measure
Completion requirements
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The target should be issues that are of most concern to the institution, those which are important to the customers.
- Are our customers getting what they need?
- Are the customer rights being adhered to?
- Is the service up to or exceeding the standards we have put in place?
- What is the cost of poor quality?
- Are problems, which happen frequently, having a substantial impact when they occur?
Customers’ quality concerns – in practical terms:
- Job not done right
- Too slow
- Indifferent personnel
- Unqualified personnel
- Lack of courtesy
What value is being added? If we discontinued this activity or service, what would the impact be on the customer?
What are the costs in adding this value?
Click here to view a video on basic monitoring and evaluation concepts.