"Quality Indicators for your ISO-9001: 2000 System"
("You cannot improve what is not measured")
How to measure the effective and economic performance of our Quality System?
Have you ever wondered:
- Why are companies certified with ISO-9000 and not providing products or services according to customer requirements and expectations? Why are the results obtained (positive or negative) in your internal or external audits not reflected in the operational results of the organization (productivity and profitability)?
This is because generally:
- Within their quality systems, they do not have defined and established quality indicators that allow them to measure and monitor the performance of their documented processes. And therefore, your processes (ISO) are not properly oriented and / or aligned to support the efficiency of your organization's operational results (productivity and profitability).
Quality Indicators = Performance Meters
Criteria to define them:
- Simple: Understandable by those who use it Measurable: Quantitatively (with numbers) Customer focus: According to customer needs (external and internal) To improve: Relative to important things to improve Cost: Consider the cost of measurement Visible: Exposed for all to see Period: Determined based on time Aligned: Related to strategic and business objectives Results: They are part of the results report of the organization or department
Here are some " Quality Performance Indicators" that will allow your organization to measure the effectiveness of the processes and methodologies that make up its ISO-9001: 2000 Quality System. And so they can detect the areas of opportunity within their operations and can focus on correcting and / or improving those processes that generate added value to their products or services.
These indicators (there are more than 150 *) have 3 main purposes:
- Support compliance with the requirements of ISO-9001: 2000, such as:
4.1.- GENERAL REQUIREMENTS:
"The ORGANIZATION must establish, document, implement and maintain a quality system and continuously improve its EFFECTIVENESS in accordance with the requirements of this International Standard (ISO-9001: 2000)".
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
5.1.- COMMITMENT OF THE MANAGEMENT:
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
8.2.2.- Internal Audit:
- It is in accordance with the planned provisions, with the requirements of this international standard and with the requirements of the quality system established by the organization, and it has been implemented and maintained EFFECTIVELY ”.
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
8.5.1.- Continuous Improvement:
3. Is the information collected by the above indicators used for decision-making to promote continuous improvement and the effective performance of the personnel of the WHOLE organization and thus increase customer satisfaction and obviously its profitability?
6.3.- INFRASTRUCTURE:
1. Is 100% of the key infrastructure for the successful realization of the product or service managed and controlled under the methods and policies defined for its planning, development and improvement?
2. What is your failure rate and costs incurred due to problems of:
- Machinery and work equipment Communication and information equipment Transport equipment and / or service Noise, pollution, waste or recycling?
3. What is your rate and costs of product loss or damage due to dust, moisture, dirt, fire or theft?
4. Is the information collected by the above indicators used for decision-making to promote continuous improvement of the work infrastructure of your organization?
6.4.- WORK ENVIRONMENT:
1. Are 100% of the work and working conditions of the personnel to be managed and controlled under the methods and policies defined for the development and improvement of the work environment within the organization?
2. What is your rate, trends and costs of personnel accidents (disabilities)?
3. What is your staff performance and / or productivity rate, trends, and costs?
4. What is your rate, trends and costs saved by staff improvement suggestions and in turn implemented to improve the productivity of the organization?
5. What is your motivation and / or satisfaction index of your staff (internal customer)?
6. What is your rate, trends and total costs per staff turnover?
7. Is the information collected by the above indicators used for decision-making to promote continuous improvement in the organization's work environment?
7.6.- CONTROL OF THE MONITORING AND MEASUREMENT EQUIPMENT:
1. Do 100% of the quality characteristics to be inspected in the product have defined and identified:
- The degree of precision or accuracy required in the reading or measurement and the appropriate equipment to be used for said reading or measurement?
2. Is 100% of the * monitoring and measurement equipment duly identified, verified and managed according to the methods defined for the control of said equipment (* Including Computer Programs)?
3. What is your rate and costs of rejection (internal or external) of products evaluated with equipment:
- Not adequate Damaged Poorly calibrated or Misadjusted (intentionally or not)?
4. What is your rate and costs incurred for NOT HAVING an Action Plan (for equipment and product) for equipment found out of adjustment or calibration?
5. What is your rate and costs of rejection (internal or external) of products evaluated by personnel that DO NOT MASTER the use of the measuring equipment or the correct interpretation of its readings?
6. What is your rate and cost of monitoring and measuring equipment DAMAGED by mishandling or poorly protected?
If you want to obtain a DEMO of this document or of:
a) “ISO-9001: 2000 Implementation Guide” (Quality Plan),
b) “ISO-9001: 2000 Documentary Package”.
Download the original file
