What KPIs should you use to measure the alignment of your quality management system with business goals?

Uno de los requisitos que se solicitan en muchos sistemas de calidad son las encuestas de satisfacción de clientes. Úsalas, no abuses de ellas. No le pases la encuesta a tu cliente cada vez que realiza un compra. Determina cual es el mejor momento para ello y pídele a tu cliente que te describa y si se necesita algo más que te lo diga (acciones de mejora). Las respuestas deben ser pares, no des opción a tu cliente de quedarse en el medio, obligalo a decirte si le gusta o no le gusta. Las respuestas de estas encuentas bien estructuradas permitiran a la alta dirección tomar decisiones y saber como los clientes perciben a la organización. Si las comparas con respuestas pasadas, obtendrás aún mayor información.

Measuring the alignment of your Quality Management System (QMS) with business goals is crucial for ensuring that quality efforts contribute effectively to overall organizational objectives. Key Performance Indicators (KPIs) play a vital role in assessing this alignment. - Customer Satisfaction: CSAT, NPS - Product/Service Quality: Defect Rate, Rework Rate - On-Time Delivery: On-Time Delivery Rate - Cost of Quality: COQ - Process Efficiency: Cycle Time, Process Yield - Compliance and Regulatory Performance: Compliance Rate, Non-Conformances - Employee Training and Competency: Training Effectiveness, Competency - Continuous Improvement: Improvement Projects - Supplier Performance: Supplier Quality - Risk Management: Identified Risks

Any initiatives should have either quantitative or qualitative contribution towards the strategic goals and objectives. Hence, QMS is not an exception. Applying the result based framework may be more relevant in this case where one will be able to ensure KPIs at the input, process, output, outcome and impact level of the Initiative are taken into account.The input resources, the processing optimization, the products and results and their Short and long term values and contributions to the overarching business goals and objectives should be critically evaluated and monitored through out the life time of the initiative as well as the operational life of the product/service and results. All KPIs should be aligned for optimal business result.

The KPIs should cover both the efficiency and the effectiveness of the management system. Another important aspect is to consider the impact of the KPIs on your business performance and achievement of the objectives. Avoid the pitfall of measuring too many things as then you may not be able to consistently measure and drive improvement actions if there’s no bandwidth available. Use the 80/20 principle and focus on the 20% KPIs which impact 80% of the business results. This will allow you to focus on what matters most.

Establishing KPIs to gauge alignment between your QMS and business goals requires adherence to SMART criteria—ensuring specificity, measurability, achievability, relevance, and time-bound aspects. These KPIs must strike a balance aligned with overarching strategic goals, covering diverse QMS and business facets. Linked to strategic objectives, they facilitate informed decision-making, resonate with stakeholders, and comply with standards. These carefully selected KPIs provide actionable insights for continual improvement, aligning processes with objectives and meeting stakeholder and regulatory expectations.

Para medir o alinhamento do sistema de gestão da qualidade com as metas do negócio, utilize KPIs relevantes, como taxas de conformidade, tempo de resposta às não conformidades, número de melhorias inovadoras, satisfação do cliente, taxas de retrabalho reduzidas, tempo médio de ciclo e taxa de aprovação em auditorias externas. Selecione os KPIs que sejam pertinentes às metas do negócio e ajuste-os conforme necessário.