Lesson 1Selecting operational KPIs aligned to ISO 9001 and customer needsThis lesson explains how to choose operational KPIs that show ISO 9001 rules, customer hopes, and business priorities, ensuring each is measurable, balanced, and clearly tied to processes and big objectives.
Turning customer needs into measurable KPIsLinking KPIs to ISO 9001 clauses and processesBalancing quality, delivery, cost, and safety metricsDefining clear KPI purpose, scope, and boundariesLesson 2Continuous improvement mechanisms: PDCA cycles, simple improvement events, and linking audits to corrective plansThis lesson describes how to build KPIs into PDCA cycles, run simple improvement events, and connect audit findings to corrective and preventive plans, ensuring ongoing improvement is organized, data-based, and matches ISO 9001.
Designing PDCA cycles around key KPIsRunning focused, data-driven improvement eventsLinking audit findings to corrective plansMonitoring action effectiveness with KPIsStandardizing and sustaining improvementsLesson 3Using KPIs in management review: agenda items, required inputs, decisions, and follow-up actionsThis lesson explains how to mix KPIs into management review, set agenda items and needed inputs, check performance and risks, make proof-based decisions, and assign follow-up actions with deadlines and owners.
Structuring a KPI-focused review agendaRequired KPI inputs and supporting evidenceEvaluating trends, risks, and opportunitiesDocumenting decisions and action itemsTracking completion and verifying outcomesLesson 4KPI 5: Corrective action closure and effectiveness rate — definition, calculation method, frequency, ownerThis lesson sets the corrective action closure and effectiveness KPI, including formula, data sources, sampling frequency, and ownership, and explains how to read trends, spot system issues, and push lasting corrective actions.
Defining closure and effectiveness criteriaKPI formula, units, and calculation examplesData sources, sampling plan, and frequencyAssigning process owners and escalation pathsAnalyzing trends and recurring root causesLesson 5How to set targets, data collection methods, and reporting cadenceThis lesson details how to set realistic but tough KPI targets, design reliable data collection ways, define sampling and duties, and set reporting rhythms that help quick analysis, decisions, and alerts.
Defining baseline, stretch, and regulatory targetsSelecting data sources and sampling approachesAssigning KPI ownership and data stewardsDesigning dashboards and visual KPI reportsChoosing review frequency and escalation rulesLesson 6KPI 4: Rework and scrap rate — definition, calculation method, frequency, ownerThis lesson sets the rework and scrap rate KPI, including calculation way, data sources, frequency, and ownership, and explains how to separate rework from scrap, measure cost effect, and focus process fixes.
Defining rework, scrap, and exclusionsKPI formulas for volume and cost impactData capture from production and financeAssigning ownership to process leadersUsing Pareto to target top loss driversLesson 7KPI 1: Defect rate — definition, calculation method, sample frequency, ownershipThis lesson sets the defect rate KPI, including units, formula, sampling plan, and ownership, and shows how to split data, read changes, and use results to focus process fixes and preventive quality actions.
Defining defect categories and acceptance rulesKPI formula, denominator, and data unitsSampling plans and inspection frequenciesAssigning ownership and cross-functional rolesUsing defect data for root cause analysisLesson 8KPI 2: On-time delivery — definition, calculation method, sample frequency, ownershipThis lesson sets the on-time delivery KPI, including calculation rules, data sources, sampling frequency, and ownership, and explains how to handle partial shipments, customer schedules, and use results to better planning and logistics.
Defining on-time and acceptable delivery windowsKPI formula and handling partial shipmentsData capture from ERP and logistics systemsAssigning ownership across supply chainAnalyzing delays and implementing actionsLesson 9KPI 3: Customer complaints per million parts — definition, calculation method, frequency, ownerThis lesson sets the customer complaints per million parts KPI, including formula, data sources, frequency, and ownership, and shows how to group complaints, link to processes, and use results to cut repeats and risks.
Defining complaint types and severitiesKPI formula, denominator, and time baseData sources from CRM and service logsAssigning ownership and response timelinesUsing complaint trends for risk analysis
