Measuring quality of any kind requires the science of creating a measure or key performance indicator for a subjective property and turning it into a quantifiable attribute. Measuring quality should be a means to drive operational and delivery improvements. But there’s a cost to measuring quality and a human capacity to how many metrics people can track, so there’s an art to picking the ones that drive the most significant business impacts.
We usually can spot bad quality, but defining good quality is subjective. Well-defined quality metrics help define poor quality and how much better something needs to be to move from good quality to better quality to top quality.