Quality ultimately is calculated 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 improvement needs per year
Number of maintenance fix needs per year
User friendliness: call volume to customer service hotline
User friendliness: training time per latest user
Number of product recalls or fix releases (software vendors)
Number of production re-runs (in-house information systems groups)