Lesson 1Selecting operational KPIs aligned to ISO 9001 and customer needsThis explains choosing work KPIs that show ISO 9001 needs, customer expects, and business main points, making sure each sign is measureable, balanced, and clear linked to processes and big goals.
Turning customer wants into measure KPIsLinking KPIs to ISO parts and processesBalancing quality, send, cost, safety measuresSetting clear KPI aim, reach, limitsLesson 2Continuous improvement mechanisms: PDCA cycles, simple improvement events, and linking audits to corrective plansThis describes putting KPIs into PDCA turns, running easy better events, and connecting check findings to fix and stop plans, making sure always better is planned, data lead, and match ISO 9001.
Making PDCA turns around key KPIsRunning focused, data-lead better eventsLinking check findings to fix plansWatching action work with KPIsStandard and keep betterLesson 3Using KPIs in management review: agenda items, required inputs, decisions, and follow-up actionsThis explains putting KPIs into management look, setting agenda points and needed inputs, judging how well and risks, making proof-based choices, and giving follow actions with times and who does.
Building KPI-focused look agendaNeeded KPI inputs and help proofJudging trends, risks, chancesNoting choices and action pointsTracking finish and check outcomesLesson 4KPI 5: Corrective action closure and effectiveness rate — definition, calculation method, frequency, ownerThis sets the fix action close and work rate KPI, with rule, data places, sample time, and who owns, and explains how to read trends, spot whole issues, and push lasting fix actions.
Setting close and work rulesKPI rule, units, calc examplesData places, sample plan, timeGiving process own and up pathsLooking trends and again real causesLesson 5How to set targets, data collection methods, and reporting cadenceThis details setting real but hard KPI goals, making steady data get ways, setting sample and duties, and making report times that help quick look, choice making, and up.
Setting base, stretch, law goalsPicking data places and sample waysGiving KPI own and data keepersMaking boards and picture KPI reportsPicking look time and up rulesLesson 6KPI 4: Rework and scrap rate — definition, calculation method, frequency, ownerThis sets the rework and waste rate KPI, with calc way, data places, time, and own, and explains how to separate rework from waste, count cost effect, and put first process better.
Setting rework, waste, no-countsKPI rules for amount and cost effectData get from make and moneyGiving own to process leadersUsing Pareto for top loss driversLesson 7KPI 1: Defect rate — definition, calculation method, sample frequency, ownershipThis sets the fault rate KPI, with units, rule, sample plan, and own, and shows how to part data, read changes, and use results to put first process better and stop quality actions.
Setting fault types and okay rulesKPI rule, bottom, data unitsSample plans and look timesGiving own and cross jobsUsing fault data for real cause lookLesson 8KPI 2: On-time delivery — definition, calculation method, sample frequency, ownershipThis sets the on-time send KPI, with calc rules, data places, sample time, and own, and explains how to handle part sends, customer times, and use results to better plan and send ways.
Setting on-time and okay send windowsKPI rule and part send handleData get from ERP and send systemsGiving own across supply lineLooking delays and doing actionsLesson 9KPI 3: Customer complaints per million parts — definition, calculation method, frequency, ownerThis sets the customer grumbles per million parts KPI, with rule, data places, time, and own, and shows how to sort grumbles, link to processes, and use results to cut again and risk.
Setting grumble types and hard levelsKPI rule, bottom, time baseData places from CRM and service notesGiving own and answer timesUsing grumble trends for risk look
