Lesson 1Selecting operational KPIs aligned to ISO 9001 an customer needsDis section explains how fi choose operational KPIs weh reflect ISO 9001 requirements, customer expectations, an business priorities, ensuring each indicator is measurable, balanced, an clearly linked to processes an strategic objectives.
Translating customer needs inna measurable KPIsLinking KPIs to ISO 9001 clauses an processesBalancing quality, delivery, cost, an safety metricsDefining clear KPI purpose, scope, an boundariesLesson 2Continuous improvement mechanisms: PDCA cycles, simple improvement events, an linking audits to corrective plansDis section describes how fi embed KPIs inna PDCA cycles, run simple improvement events, an connect audit findings to corrective an preventive plans, ensuring continual improvement is systematic, data driven, an aligned wid ISO 9001.
Designing PDCA cycles around key KPIsRunning focused, data-driven improvement eventsLinking audit findings to corrective plansMonitoring action effectiveness wid KPIsStandardizing an sustaining improvementsLesson 3Using KPIs inna management review: agenda items, required inputs, decisions, an follow-up actionsDis section explains how fi integrate KPIs inna management review, define agenda items an required inputs, evaluate performance an risks, make evidence-based decisions, an assign follow-up actions wid deadlines an responsible owners.
Structuring a KPI-focused review agendaRequired KPI inputs an supporting evidenceEvaluating trends, risks, an opportunitiesDocumenting decisions an action itemsTracking completion an verifying outcomesLesson 4KPI 5: Corrective action closure an effectiveness rate — definition, calculation method, frequency, ownerDis section defines di corrective action closure an effectiveness KPI, including formula, data sources, sampling frequency, an ownership, an explains how fi interpret trends, identify systemic issues, an drive sustainable corrective actions.
Defining closure an effectiveness criteriaKPI formula, units, an calculation examplesData sources, sampling plan, an frequencyAssigning process owners an escalation pathsAnalyzing trends an recurring root causesLesson 5How fi set targets, data collection methods, an reporting cadenceDis section details how fi set realistic yet challenging KPI targets, design reliable data collection methods, define sampling an responsibilities, an establish reporting cadences weh support timely analysis, decision making, an escalation.
Defining baseline, stretch, an regulatory targetsSelecting data sources an sampling approachesAssigning KPI ownership an data stewardsDesigning dashboards an visual KPI reportsChoosing review frequency an escalation rulesLesson 6KPI 4: Rework an scrap rate — definition, calculation method, frequency, ownerDis section defines di rework an scrap rate KPI, including calculation method, data sources, frequency, an ownership, an explains how fi separate rework from scrap, quantify cost impact, an prioritize process improvements.
Defining rework, scrap, an exclusionsKPI formulas fi volume an cost impactData capture from production an financeAssigning ownership to process leadersUsing Pareto to target top loss driversLesson 7KPI 1: Defect rate — definition, calculation method, sample frequency, ownershipDis section defines di defect rate KPI, including units, formula, sampling strategy, an ownership, an shows how fi segment data, interpret variation, an use results to prioritize process improvements an preventive quality actions.
Defining defect categories an acceptance rulesKPI formula, denominator, an data unitsSampling plans an inspection frequenciesAssigning ownership an cross-functional rolesUsing defect data fi root cause analysisLesson 8KPI 2: On-time delivery — definition, calculation method, sample frequency, ownershipDis section defines di on-time delivery KPI, including calculation rules, data sources, sampling frequency, an ownership, an explains how fi handle partial shipments, customer calendars, an use results to improve planning an logistics.
Defining on-time an acceptable delivery windowsKPI formula an handling partial shipmentsData capture from ERP an logistics systemsAssigning ownership across supply chainAnalyzing delays an implementing actionsLesson 9KPI 3: Customer complaints per million parts — definition, calculation method, frequency, ownerDis section defines di customer complaints per million parts KPI, including formula, data sources, frequency, an ownership, an shows how fi classify complaints, link dem to processes, an use results to reduce recurrence an risk.
Defining complaint types an severitiesKPI formula, denominator, an time baseData sources from CRM an service logsAssigning ownership an response timelinesUsing complaint trends fi risk analysis
