Our company is in the process of updating one of our objectives. One of our objectives was to "Increase quality performance with all customers." We measured the difference from one year to the next if there was an increase then we met our objective, if not we issued internal corrective action. (Our registration auditor wrote us a nonconformance because this objective was not measureable and had no documented target or goal- another story...)
So as part of our corrective action we sited that one reason we established our objective this way was to avoid setting an objective that was less than 100%. The president of our company was afraid that we would give our customers or potential customers the wrong impression.
So as a solution we have decided to set the objective as, ">99% quality performance with all customers" and tack on some verbiage to explain to our customers and potential customer that we ultimately strive for 100% quality performance with all customers.
Since we use this objective along with others to measure the overall effectiveness of our QMS we don't feel like 100% is a good measure, our system is still effective if we maintain >99%.
I have been assigned the task of coming up with this verbiage, any suggestions?? Does anyone else have objectives set up like this??
So as part of our corrective action we sited that one reason we established our objective this way was to avoid setting an objective that was less than 100%. The president of our company was afraid that we would give our customers or potential customers the wrong impression.
So as a solution we have decided to set the objective as, ">99% quality performance with all customers" and tack on some verbiage to explain to our customers and potential customer that we ultimately strive for 100% quality performance with all customers.
Since we use this objective along with others to measure the overall effectiveness of our QMS we don't feel like 100% is a good measure, our system is still effective if we maintain >99%.
I have been assigned the task of coming up with this verbiage, any suggestions?? Does anyone else have objectives set up like this??