Lesson 1Selecting operational KPIs aligned to ISO 9001 and customer needsThis lesson explains picking operational KPIs that match ISO 9001 rules, customer expectations, and business priorities, ensuring each is measurable, balanced, and tied to processes and company goals clearly.
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 fitting KPIs into PDCA cycles, running easy improvement events, and tying audit findings to fix and prevent plans, making sure improvements are steady, data-based, and fit ISO 9001 standards.
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 shows how to fit KPIs into management reviews, set agenda items and needed inputs, check performance and risks, make solid decisions, and assign follow-up tasks 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, check frequency, and owner, and explains reading trends, spotting system issues, and driving lasting fixes in operations.
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 setting realistic but tough KPI targets, designing reliable data collection, defining sampling and duties, and setting reporting rhythms that aid quick analysis, decisions, and escalations in the factory.
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 defines the rework and scrap rate KPI, including calculation, data sources, frequency, and owner, and shows how to split rework from scrap, measure cost effects, and rank 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 defines the defect rate KPI, including units, formula, sampling plan, and owner, and shows how to group data, read changes, and use results to rank process fixes and prevent quality issues.
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 defines the on-time delivery KPI, including rules, data sources, sampling frequency, and owner, and explains handling partial loads, customer schedules, and using 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 defines the customer complaints per million parts KPI, including formula, data sources, frequency, and owner, and shows classifying complaints, linking to processes, and using trends 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
