Explore the vast range of titles available.

The Balanced Scorecard approach aligns with business strategies measuring progress related to critical business metrics. Process management may serve as a conduit and clear connection between the highest-level scorecard and the shop floor. This paper discusses costs of quality (COQ), for these costs are often focus areas for business improvement. This paper briefly summarizes continuous improvement as it relates to the subject. The thesis focuses primarily on the application of the scorecard related to the customer's perspective. An example method to link process management and the scorecard, that effectively supports business at the process level, is presented. This paper offers a model that may be applied across an organization in most, if not all, business units and locations. This model links a corporate process management approach at the shop floor to the Balanced Scorecard quality perspective.