Key performance indicators are directly related to basic business values. Quality is a fundamental business value. Unfortunately, most business leaders, managers, and employees do not communicate a clear idea of what constitutes quality largely because they do not have a clear idea of what that value is and how it is delivered. This can be seen at every level business in every industry. There are some companies that have developed reputations for superior customer service. But, is that reputation deserved? Is superior customer service delivered?
