Continual improvement assumes we can optimize individual activities and KPIs. But in complex systems, components are interdependent — quality management must operate at a higher level. #itQMS #itQuality

Why IT Cost Benchmarking Alone Is Dangerously Misleading: It ignores the quality dimension—inseparable from cost. #ITQualityIndex brings both cost and quality into a 2D benchmark.

Combining EFQM and IT Quality Index assessments is a rational choice for organizations aiming for organizational and IT excellence.

Continual improvement works well for domains like assembly lines—routine work with clear outputs. But in knowledge work, outcomes are probabilistic and value is uncertain. 'Good enough' is often the more pragmatic path. #itQuality

Is your IT reporting still focused on reactive metrics and KPIs? Shifting to a proactive, preventive IT approach starts with an IT Quality Management System (#itQMS) — the foundation for proactive metrics.

Reframing Quality Management: Combining EFQM and the IT Quality Index short blog here: itqualityindex.com/reframing-qual…

Quantitative metrics are easier to measure — they come from highly regular processes. Qualitative metrics reflect the multidimensional nature of complex systems and human qualities. The less routine the work, the more important qualitative metrics become.

Quant-mania has side effects: - Component metrics ≠ system performance - Numbers often reflect noise, not insight - Metrics hijack focus from real system qualities Time to shift toward qualitative metrics.

From a system quality perspective, absence of bad (incidents, problems, escalations, technical debt) matters more than presence of good (efficient incident/change management). Unfortunately, IT metrics still overuse reactive indicators instead of proactive ones.

We can’t continually improve everything—resources are limited and priorities shift. Quality management means focusing where it makes sense, and sometimes even intentionally reducing quality in areas that no longer matter.

Practicing continual improvement in areas of diminishing importance is misleading. Quality management follows systemic logic, where 'good enough' across all relevant aspects is the guiding principle. #itQuality