PROJECT QUALITY METRICS INSIDE AND OUTSIDE THE CAPITAL FACILITIES DELIVERY INDUSTRY

摘要

An ongoing research project aims to define a set of quality metrics for the capital facilities delivery industry that can be used effectively throughout a project life cycle to benchmark project performance. Predetermined and standardized quality metrics can provide industry with a tool to be able to assess compliance, drive improvement and ultimately improve the quality of the products and services. This paper discusses specific methods and best practices of quality metrics inside and outside the capital facilities delivery industry. Industries studied outside the capital facilities delivery industry include healthcare, energy, automotive, and food and drug. Quality is defined and various quality metrics frameworks are examined. We address what makes a good metric? How do we standardize and normalize these metrics? And how should quality metrics be reported? Research from professional societies such as American Society for Quality (ASQ), American Productivity and Quality Center (APQC), and the Parenteral Drug Association (PDA) are reviewed as part of a general analysis of quality metrics frameworks and normalization methods. A goal is to bring together a broad range of information from industries, organizations, societies and parallel efforts to inform the development of a successful quality metric program for the capital facilities delivery industry.