(Quality ultimately is measured in terms of customer satisfaction.)

Surveyed before product delivery and after product delivery (and on-going on a periodic basis, using standard questionnaires)

Number of system enhancement requests per year

Number of maintenance fix requests per year

User friendliness: call volume to customer service hotline

User friendliness: training time per new user

Number of product recalls or fix releases (software vendors)

Number of production re-runs (in-house information systems groups)