Quality Goals

Quality Goals

Quality Goals Jonathan Poland

Quality goals are specific targets that are set to improve the quality of a product, service, or process. They are often developed as part of a broader quality assurance strategy or as part of a performance management system. Quality goals are designed to help organizations identify areas where they need to improve and to establish clear targets for improvement. By setting specific, measurable, attainable, relevant, and time-bound (SMART) quality goals, organizations can more effectively track progress and ensure that they are making progress towards their desired quality outcomes. The following are examples of quality goals.

  • Defects: Reducing the number of defects discovered by quality control.
  • Quality Control: Improving the quality control process itself.
  • Measurement: Measuring new quality metrics.
  • Benchmarking: Comparing your product or service quality to your competitors and industry.
  • Reporting: Capturing valuable measurements and communicating them.
  • Durability: Increasing the durability of products with new designs, materials and methods.
  • Service Quality: The quality of services is typically measured with intangible elements such as wait time.
  • Customer Ratings: Improving ratings on external sites such as a hotel that is concerned with improving review scores on a popular travel site.
  • Customer Experience: Internal measures of the customer experience such as turnaround time for requests.
  • Customer Satisfaction: Customer satisfaction is a common way to measure quality for both products and services.
  • Availability: The availability of services, particular digital services.
  • Data Quality: Addressing data quality issues such as the accuracy, completeness or timeliness of data.
  • Process Quality: The quality of process outputs such as a billing process that produces monthly customer invoices.
  • Supply: The quality of supplied components, parts and materials.
  • Traceability: Improving the tracking of things so that quality problems can be investigated, isolated and managed.
  • Consistency: Making products and services predictable, stable and consistent.
  • Standards: The implementation of external or internal quality standards.
  • Human Error: Reducing human error with improved policy, procedure, processes, systems and training.
  • Information Security: In many cases, a quality assurance team acts as oversight for information security issues, particularly security issues related to compliance.
  • Safety: Reducing health and safety risks.
  • Compliance: Compliance to laws, regulations, standards and internal policies such as best practices.
  • Monitoring: Implementing controls to monitor processes, procedures and other elements that impact quality.
  • Logistics: Improving inbound and outbound logistics where this impacts quality. For example, a firm that views late deliveries as damaging to the customer experience.
  • Training: Training designed to reduce incidents or improve service or product quality.
  • Incident Management: The process of responding to customer impacting issues.
  • Problem Management: The process of investigating and fixing the root cause of incidents.
Learn More
Perfect Competition Jonathan Poland

Perfect Competition

Perfect competition is a theoretical market structure in which a large number of buyers and sellers participate and no single…

Benchmarking Jonathan Poland


Benchmarking is the process of comparing the performance of a business, product, or process against other businesses, products, or processes…

Labor Specialization Jonathan Poland

Labor Specialization

Specialization of labor involves dividing work into specific roles or tasks, with the goal of improving productivity, efficiency, quality, and…

Risk Impact Jonathan Poland

Risk Impact

Risk impact refers to the potential consequences or losses that an organization or individual may incur as a result of…

Strategic Drivers Jonathan Poland

Strategic Drivers

Strategic drivers are factors that influence the success of an organization’s strategy and shape the direction of its business. They…

Call To Action Jonathan Poland

Call To Action

A call to action (CTA) is a phrase or statement that is used to encourage a specific response or action…

What is Maker Culture? Jonathan Poland

What is Maker Culture?

Maker culture refers to a collection of subcultures that are centered around the creation and customization of technology and other…

Value of Offerings Jonathan Poland

Value of Offerings

Value is a concept that refers to the usefulness, worth, and importance that customers assign to products and services. This…

Communication Channels Jonathan Poland

Communication Channels

A communication channel refers to the various means of transmitting information and messages between individuals or organizations. There are many…

Search →
content database

Search my thinking on business, finance,
and the capital markets or start below

SLED Contracts 150 150 Jonathan Poland

SLED Contracts

A SLED contract refers to a contract awarded by State, Local, and Education (SLED) government entities. These contracts involve the…

The Power of Compound Interest Jonathan Poland

The Power of Compound Interest

Traditional finance will explain compound interest as the interest paid on a loan or deposit calculated based on both the…

Distribution Jonathan Poland


Distribution is the process of making a product or service available for use or consumption by consumers or businesses. It…

Razor and Blades Jonathan Poland

Razor and Blades

The razor and blades model, also known as the bait and hook model, is a business strategy that involves selling…

Hyperinflation Jonathan Poland


Hyperinflation is a situation in which there is a rapid and significant increase in the price of goods and services,…

Middlemen Jonathan Poland


A middleman is a person or organization that acts as an intermediary between a producer and a consumer. In a…

Security Controls Jonathan Poland

Security Controls

IT security controls are measures that are implemented in order to reduce security risks. These controls may be identified through…

Niche Market Examples Jonathan Poland

Niche Market Examples

A niche is a specific group of consumers who have distinct preferences and needs. These groups are often smaller than…

Marketing Theories Jonathan Poland

Marketing Theories

Marketing is the process of identifying customer needs and developing strategies to meet those needs. This involves conducting market research,…