Quality management systems use many nonfinancial measures,such as the number of customer complaints and the volume of incoming customer-service phone calls,as a means to measure success or failure.

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Quality management systems rely on both financial and nonfinancial measures to evaluate the effectiveness of their processes and systems. Nonfinancial metrics, such as customer complaints and service calls, provide insight into the customer experience and can indicate areas for improvement.

Quality Management Systems Use Many Nonfinancial Measures,such as the Number