Often we Audit management systmes that lack of measurement.
Most of the times, this lack of measument means that the system only measures Quality Objectives.
How many measurements should you be dealing with?
When you set up your management systems, you should point to at least 2 levels of measument
1- You must define the Quality Objectives. They are the little steps you take in order to comply with the Quality Policy you have defined in the first place. Let's take as an example that your Quality Objective to comply with the customer satisfaction mentioned in the Quality Policy is to increase the customer satisfaction from 80% to 85%.
First: why 85%? Don't you want 100%?
Well, when you define 85% instead of 100% you should be aware of your limitations and your processes. Rome wasn't build in a day so you should be realistic. So realisticly your objective shall be to improve what is improvable at that specific time frame.
So, we define 85% and wait until the end of the year to see how it goes, correct? Wrong. That take us to the 2nd level of measurement.
2- To improve what you do and reach the Objective, you need to know the spots on your process that still can be improved. And you only know it if you measure your process. Take your process step by step and determine what can and should be measured. Correcting and improving the less performative parts of your process Will take you to the Objective.
If you measure your process and everything is 100%, then you have 2 options. First, you are measuring wrong - redefine the measurement. Second, if you are taking good measuring - you are in trouble or your Objectives are not realistic (but seriously consider you are in trouble).
If you have any questions regarding this article, please drop us an email. You can find QEC - Quality Evaluation Center's contacts on our webpage (www.qec-global.com)
Most of the times, this lack of measument means that the system only measures Quality Objectives.
How many measurements should you be dealing with?
When you set up your management systems, you should point to at least 2 levels of measument
1- You must define the Quality Objectives. They are the little steps you take in order to comply with the Quality Policy you have defined in the first place. Let's take as an example that your Quality Objective to comply with the customer satisfaction mentioned in the Quality Policy is to increase the customer satisfaction from 80% to 85%.
First: why 85%? Don't you want 100%?
Well, when you define 85% instead of 100% you should be aware of your limitations and your processes. Rome wasn't build in a day so you should be realistic. So realisticly your objective shall be to improve what is improvable at that specific time frame.
So, we define 85% and wait until the end of the year to see how it goes, correct? Wrong. That take us to the 2nd level of measurement.
2- To improve what you do and reach the Objective, you need to know the spots on your process that still can be improved. And you only know it if you measure your process. Take your process step by step and determine what can and should be measured. Correcting and improving the less performative parts of your process Will take you to the Objective.
If you measure your process and everything is 100%, then you have 2 options. First, you are measuring wrong - redefine the measurement. Second, if you are taking good measuring - you are in trouble or your Objectives are not realistic (but seriously consider you are in trouble).
If you have any questions regarding this article, please drop us an email. You can find QEC - Quality Evaluation Center's contacts on our webpage (www.qec-global.com)
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