Quality Basics

Concurrent Session

T37 - Metrics That Matter: Quality Service Indicators

Primary Presenter(s)

• 

  MIchelle Thompson

  Vice President
  FDA Quality and Regulatory Consultants, LLC
  Cedar Park, Texas

Moderator(s)

• ND

  Navin Dedhia

Level: Basic

This session will discuss the opportunities that lie within metrics, as well as the pitfalls. Metrics are an important part of any organization, and can be a great tool for quality. They can see trends that would be otherwise left unseen. They can be the instigator of numerous process changes for the better. They can be a bird’s eye view of the performance of a group. Unfortunately, they can also be a burden. They can be inaccurate. They can be redundant. Too many times, metrics become more about capturing data than actually using it. The only metrics that matter are the ones you use and adding to the number of metrics to be reported, but not evaluating for their need or usefulness can cause issues. This session will present key things to keep in mind when choosing metrics to report for your quality organization.

Learning Objectives:

• Identify areas where metrics may provide valuable information.
• Avoid metrics that add little to no value.
• Evaluate where and how potential metrics may be used within your organization.