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Quality Objectives
By Neal Stiemert
One of the requirements of the ISO 9001: 2000 standard is quality objectives that are directly
related to the requirements for measurement, analysis and improvement, monitoring and
measurement of processes, analysis of data and continual improvement.
This month I will provide you with some ideas to satisfy the requirements for these elements of
the standard.
ISO Requirement: 5.4.1 Quality Objectives
Top management shall ensure that quality objectives, including those needed to meet requirements
for product, are established at relevant functions and levels within the organization. The
quality objectives shall be measurable and consistent with the quality policy.
Suggestions for compliance:
Our quality objectives should be derived from the processes that we are required to define in
our quality manual. Since Section 8.4 of the standard requires us to measure supplier quality
and customer satisfaction, these should be the first two objectives.
Some other good objectives that I see measured and monitored are as follows:
• Customer complaints
• Product returns
• Number of corrective actions
• Corrective action completion time
• Time to complete a quote
• Unscheduled machine down time
• Machine set-up time
• Throughput time
• Delivery performance
• Inventory turns
• Inventory accuracy
• Set-up scrap
• Overall scrap
• Rework
• Cpk
• Total cost of quality
• Premium freight
• Plug and play percentage
• Warranty costs
ISO Requirement: 8 Measurement, Analysis and Improvement
8.1 General
The organization shall plan and implement the monitoring, measurement, analysis and improvement
processes needed
a) to demonstrate conformity of the product,
b) to ensure conformity of the quality management system, and
c) to continually improve the effectiveness of the quality management system.
This shall include determination of applicable methods, including statistical techniques, and
the extent of their use.
Suggestions for compliance:
If you look at the above list of quality objectives in 5.4.1, you will find that you can answer
a, b and c by measuring and improving the appropriate processes.
ISO Requirement: 8.2.3 Monitoring and Measurement of Processes
The organization shall apply suitable methods for monitoring and, where applicable, measurement
of the quality management system processes. These methods shall demonstrate the ability of the
processes to achieve planned results. When planned results are not achieved, correction action
shall be taken, as appropriate, to ensure conformity of the product.
Suggestions for compliance:
Determine the measurement that you will use for process measurement (control charts, Cpk, Pareto
charts, run charts, etc.). Take corrective action when you are not on target.
ISO Requirement: 8.4 Analysis of Data
The organization shall determine, collect and analyze appropriate data to demonstrate the
suitability and effectiveness of the quality management system and to evaluate where continual
improvement of the effectiveness of the quality management system can be made. This shall
include data generated as a result of monitoring and measurement and from other relevant
sources. The analysis of data shall provide information relating to:
a) Customer satisfaction,
b) Conformity to product requirements,
c) Characteristics and trends of processes and products including opportunities
for
preventive action, and
d) Suppliers
Suggestions for compliance:
Remember, both a and c above are required. If you look at the list of quality objectives in
5.4.1, you will find that you can answer b and c by measuring and improving the appropriate
processes.
ISO Requirement: 8.5.1 Continual Improvement
The organization shall continually improve the effectiveness of the quality management system
through the use of the quality policy, quality objectives, audit results, analysis of data,
corrective and preventive actions and management review.
Suggestions for Compliance:
If you set objectives with defined measurements and goals, you will achieve continual
improvement.
Summary:
By setting quality objectives with defined measurements and goals, you will achieve continual
improvement that will results in overall improvement in product costs, customer satisfaction and a
greater competitive advantage. To make the process easier, I like to summarize my quality
objectives in a quality objectives matrix and post it on the bulletin board and/or
online.
Widget Factory
Quality Objectives Matrix
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Data Gathered
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Responsibility
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Frequency
Updated
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Statistical
Technique
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Reviewed
By
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Frequency
Reviewed
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Goal
|
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Supplier Quality
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Purchasing
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Quarterly
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Line Chart
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Purchasing &
Exec. Mgt.
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Mgt. Review
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99% by 1st quarter, 2006
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Reduced
Quote Time
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Sales
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Quarterly
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Line Chart
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Sales &
Exec. Mgt.
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Mgt. Review
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2 days by 1st quarter, 2005
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Increased Inventory
Accuracy
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Warehouse
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Quarterly
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Line Chart
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Warehouse &
Exec. Mgt.
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Mgt. Review
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99% by 1st quarter, 2005
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Reduced Customer Complaints
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Management
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Quarterly
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Line Chart
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Exec. Mgt.
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Mgt. Review
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20% less by 1st quarter, 2005
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Increased Customer Satisfaction
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Management
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Annual
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Line Chart
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Exec. Mgt.
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Mgt. Review
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10% greater by 1st quarter, 2005
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Reduced Scrap
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Production
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Monthly
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Line Chart
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Production &
Exec. Mgt.
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Mgt. Review
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5% less by 1st quarter, 2005
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Reduced Order Throughput Time
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Production
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Quarterly
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Line Chart
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Production &
Exec. Mgt.
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Mgt. Review
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3 days by 1st quarter, 2005
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On Time Delivery To Customers
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Production
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Weekly
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Line Chart &
Bar Chart
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Production &
Exec. Mgt.
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Mgt. Review
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99% by 1st quarter, 2005
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Average Cpk
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Production, QA,
Purchasing
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Monthly
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Cpk
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Production, QA &
Purchasing
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Mgt. Review
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1.33 by 1st quarter, 2007
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I hope this information helps you with your transition. Feel free to contact me with any
questions at 800-959-0632.
Neal D. Stiemert
President
Independent Quality Consultants, Inc.
About the Author
 Neal D. Stiemert is President of Independent Quality
Consultants, Inc. and holds a Bachelor of Science degree from Indiana University school of
business. Neal is an ASQ certified quality engineer, a certified lead auditor and has over 24
years of management, auditing, consulting and training experience in the quality profession.
Neal has served as an examiner for the Minnesota Quality Award, an SPC instructor at Purdue
University and an officer and committee member in the Chicago and Minnesota sections of ASQ.
Neal also conducts registration audits for Smithers Quality Assessments and SAI Global Assurance
Services.
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