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View Full Version : How to set my quality dimension yearly target based on prior years data? D.Salman 3rd June 2009, 01:49 AM Dear all, Suppose the percent satisfied on a certain quality dimension for the last five (from 2005 to 2009) years were as follow: 75.9, 80, 78, 75.6, and 77. How can I set my 2010 target by using 2005-2009 data? Many thanks in advance Sam4Quality 3rd June 2009, 03:45 AM It depends on which quality dimension are you intending to put a target on. If its customer satisfaction, I would use the year in which it showed maximum satisfaction as my baseline. But then again, customer satisfaction is subject to many parameters, both internal and external, and may fluctuate at different rates. However, what can be done is to control the extent of fluctuation taking all/most parameters into consideration. Another option would be to take an average of the 5 years data and then set your target accordingly. Others with a statistical experience may be able to provide better feedback probably. Ciao. :cool: Jim Wynne 3rd June 2009, 12:25 PM Dear all, Suppose the percent satisfied on a certain quality dimension for the last five (from 2005 to 2009) years were as follow: 75.9, 80, 78, 75.6, and 77. How can I set my 2010 target by using 2005-2009 data? Many thanks in advance Without knowing anything about causes, it's impossible to make rational predictions. If you keep doing things the way you've always done them, you can expect roughly the same results. alspread 3rd June 2009, 12:45 PM Its kinda impossible to do without some context. What kind of behavior are you trying to drive in the organization based upon this metric (or for that matter, any other metric). Because that is what it really comes down to. It sounds almost cliche now, but it's true. You need to establish a goal that is a challenge but attainable. And the organization will not reach that goal by doing the same thing. The goal needs to drive some kind of behavioral change in the organization in order to be reached. I know its only 5 data points, but if you do a quick control chart you will see that a value somewhere around 81.5 or so would be "in control" (probably not the right term in this case) and expected without any real change in behavior. If you want to make a difference, you not only need to establish the goal, but you need to develop the behvior change to reach the goal. Just remember "There is no finish line" ;) |
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