Developing Quality Objectives for a Quality Management System (QMS)

[Intesar]

i am working in a water filling station. our activity is very simple. we fill trucks with water and send them to costumers houses. i am working now in the quality manual besed on ISO req.

my question here:

how can I develop the quality objectives or (KPI) for my QS.

note:

we do not have any control on water quality. the control under other department

we control truck conditions and the truck movment inside the station


thanks in advance,

[justncredible]

Reduce the time the trucks are in your area.

Do a 5S program.

Start a lean program and track all movements with time studies, then reduce times.

Reduce waste in time and movements, document check and redo it again.

[Jennifer Kirley]

Key Performance Indicators (KPIs) are the measure for which you know you are doing well, or not.

I would start with the customer: what is important to them? You can define how much if you know what is important.

On time delivery rates?
Availability of off-schedule deliveries? (customer service)
Accident rates?
Turnaround time of customer queries and communications?
Number of complaints?
Billing efficiency or billing turn around time? (This also refers to people you pay, not just who pay you!)
Truck downtime?

What is important to you as a business? Do you own the trucks? If you do, then you can indeed impact water quality - how clean are your trucks - is cleanliness important?

Personnel overtime expense?
Maintenance costs?
Time to process orders?
Accident rates?

I hope this helps!

[Intesar]

thanks, this will help me alot...

i will change the subject here

in ISO ===> Customer-related processes (7.2)

Determination of requirements related to the product (7.2.1)

i know my customers and i know what they want (high quality drinking water and short delivery time). but i do not have any channel to communicate with them.

the only channel that i have is thier complaints and usualy they complain about the delivery time which depends on traffic jam (specially peak time) inside the city.

how can i phrase this so i can comply with (7.2)



thanks

[Stijloor]

Originally Posted by Intesar

Thanks, this will help me alot...

I will change the subject here

In ISO ===> Customer-related processes (7.2)

Determination of requirements related to the product (7.2.1)

I know my customers and I know what they want (high quality drinking water and short delivery time) but I do not have any channel to communicate with them.

The only channel that I have is their complaints and usually they complain about the delivery time which depends on traffic jam (specially peak time) inside the city.

How can I phrase this so I can comply with (7.2)


Thanks

Well, there is this interesting clause 7.2.3 in ISO 9001:2008 that talks about customer communication.
Have you looked at it?

Here it is:

7.2.3 Customer communication
The organization shall determine and implement effective arrangements for communicating with customers in relation to
a) product information,
b) enquiries, contracts or order handling, including amendments, and
c) customer feedback, including customer complaints.

Emphasis mine....

What provisions do you have in place? How do you communicate with those who "pay the invoice?"

Stijloor.

[Desara01]

justncredible has a good point - if on time delivery is important, focus on what you can control (turnaround time of trucks) and study the process. Reduce the non-value added steps and reduce the amount of time it takes to refill and re-dispatch the truck. Set a goal for reducing this time once you know what it is of course. This will have a direct impact on your on-time delivery.

[Intesar]

Stijloor ====> idea is clear

back to the the first topic>>>>>

turnaround time of trucks

as i metioned in my post, i know this time is very important element but i can not measure this time because it depends on the traffic in streets out side the filling station. (i can say out my control).

but i can Focus on the following elements - please comment
1 filling time
2 costumer info
3 correct zone(costumer location) because we devided the city into zones and every zone has a price
4 waiting time in the hall
5 water quality


thanks

[somashekar]

Originally Posted by Intesar

Stijloor ====> idea is clear

back to the the first topic>>>>>

turnaround time of trucks

as i metioned in my post, i know this time is very important element but i can not measure this time because it depends on the traffic in streets out side the filling station. (i can say out my control).

but i can Focus on the following elements - please comment
1 filling time
2 costumer info
3 correct zone(costumer location) because we devided the city into zones and every zone has a price
4 waiting time in the hall
5 water quality


thanks

If turnaround time of trucks is very important, I agree that the traffic in streets outside is not in your control, however it seems that you have good inputs about it. Analyse this input to assess the peak traffic times and consider it in your total turnaround time. May be you also have less traffic hours as you assess the traffic data and think of providing customers faster services during offpeak time so that they can also plan the ordering accordingly. Also consider looking into alternate routes perhaps in peak hour traffic if there is a provision, though longer but faster ..... (In India this works ....) Never bother what you cannot control, but use the information to better advantages. Worth a try if you say indeed the turn around time is critical to customer satisfaction ....
Good luck.