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测量质量回报全面质量活动应当带来卓越的经营结果。然而,质量活动的成功并不能保证财务方面的成功——很多人认为如果没有质量活动的成功,公司最终必然会失败。许多组织没有充分关注在质量方面的投资的财务回报。财务回报不仅能表明企业的努力是否处于正确的方向,而且有助于在错得还不太远时识别必须的变革与改进。例如在AT&T,每个业务单位都要向公司主席提交关于质量改进及其财务影响的季度报告。
Measuring quality returns Total quality activities should bring about great business results. However, the success of quality activities does not guarantee the financial success - many people think that without the success of quality activities, the company will eventually fail. Many organizations do not pay sufficient attention to the financial returns on investment in quality. Financial rewards can show not only whether a company’s efforts are in the right direction, but also help identify the changes and improvements that are necessary when it is not too far from being wrong. At AT & T, for example, each business unit submits quarterly reports to its chairman about quality improvement and its financial impact.