Measures and Indicators

Refers to any numerical information that quantifies input, output, and impacts/results of processes, products, services, and the overall organization (outcomes). These might be single unit data or composite/aggregate data. The Baldrige Criteria do not make a distinction between measures and indicators. Some use indicator (1) when the measurement relates to performance but is not a direct measure of such performance (e.g., the number of complaints is an indicator of dissatisfaction but not a direct measure of it) and (2) when the measurement is a predictor (“leading indicator”) of some more significant performance (e.g., increased customer satisfaction might be a leading indicator of market share gain).

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