Measuring quality in a national statistical organization

This presentation (1) explores the meanings of quality within a national statistical organization, (2) examines the users and uses of the quality measurements, (3) identifies particular issues in the measurement of quality, and (4) argues the need for a balanced set of measures. Among the issues discussed are the roles of customer satisfaction measures, traditional survey quality measures, financial measures, and the reliability of the quality measures themselves. The discussion draws upon the statistical and the quality management literature, and includes examples drawn from a variety of national statistical organizations.