Process and Customer Focused:

Process Focused

Process-focused measures stress on aspects of quality pertaining to the organization. These measures are mainly transparent to the customer. These measures include quality of materials, processes of the organization, components and services, subcontracted parts, and ultimate outputs.

Customer Focused

Customer Focused measures stress on the quality which satisfies the customer. These measures include number of customer complaints, percent of deliveries on-time, number of customer returns, and percent of deliveries that are correct, so on.

Customer opinions regarding product or service quality level regarding features that they think are important.