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Total Quality Management (TQM), is now very much a feature of many organizations. One of the kernels of TQM is the process, with its related topics such as process design, process management and process improvement. One of the key requirements for process design and management is process measurements, often called 'metrics'. Within the document design and development process, process metrics, including quality metrics, must be based very strongly on customer values for documentation. Quality metrics can form one element within a composite customer satisfaction index for documentation projects.
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Documentation Quality Metrics Within Total Quality Management Systems
http://www.stc.org/confproceed/1994/PDFs/PG219221.PDF
Hosier, William J.
STC Proceedings
1994
Abstract: Total Quality Management (TQM), is now very much a feature of many organizations. One of the kernels of TQM is the process, with its related topics such as process design, process management and process improvement. One of the key requirements for process design and management is process measurements, often called 'metrics'. Within the document design and development process, process metrics, including quality metrics, must be based very strongly on customer values for documentation. Quality metrics can form one element within a composite customer satisfaction index for documentation projects.
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