Do it right - Quality

Part of

Six Dimensions of Performance

Tags

flightlevel-2flightlevel-3

Key Info

Quality measures in delivery include escaped defects, customer satisfaction, production rollbacks, and unplanned downtime, balancing too little and too much quality focus.

A measure of how well the delivery of things that solve a problem or need. Often this measure is called Quality and is one of the hardest measures to get a handle on. The goal isn't purely quality; it serves as an early warning sign that a system is being pushed to deliver beyond its capability.

Too little

• Rework. What is delivered needs to be corrected
• Customer dissatisfaction.
• Production issues.

Too much

• Limited value delivery due to excessive testing.
• Delayed feedback on incorrect builds, even if functioning well.

Typical metrics

• Escaped defects – Issues found post-development and delivery.
• Customer satisfaction – Negative customer feedback.
• Production rollbacks – Necessary releases for system stabilization.
• Unplanned downtime – Unexpected production problems.