Quality Objectives for my Sales Department

[Cheryl Lourdes]

Hi All,

After going through the internal auditing of the sales department yesterday, i realised, that their quality objectives for their second action plan cannot be measured. Below is the current objectives set for their department.

Sales Department
Action Plan 1:
To have an increase on contracts/ tenders won by minimum of 3 contracts/tenders per month.
Action Plan 2:
To respond not less than 80% to customer enquiries within 3 working days.

For the first action plan this can be measured.
But for the second action plan, i am having trouble doing an analysis.

Below is the table which i hope you can help me with.

Date In Date Out Ref No. Customer Project No
(customer enquiry is in) (we fax over the quote)


My recertification external audit is on the 23rd April. Please help.

Thank you so much.

Sincerely
Cheryl Lourdes
' I Luv being an MR'

 

[Sam4Quality]

Re: Quality Objectives for my Sales Department.

Hi Cheryl:

Fine objectives you have there. And IMO, the second 'action plan' (its an objective/target) is pretty much measurable as the first one.

Consider adding these in your table below:

Date In|Whether Responded|Date Out|Delay Days| Reason for Delay|Ref No.|Customer Project No

'Whether Responded' - will give you the total number of enquiries actually responded to. You can then obviously get a percentage against your benchmark.

'Delay Days' - will tell you you customer satisfaction index (from your point of view).

'Reason for Delay' - will help you take corrective/preventive action on those enquiries delayed or may get delayed in the future.

I hope this helps.

Ciao.

___________________________
Sincerely, SAM
"To achieve the impossible, it is precisely the unthinkable that must be thought!"

 

[Jim Wynne]

Re: Quality Objectives for my Sales Department.

Hi All,

After going through the internal auditing of the sales department yesterday, i realised, that their quality objectives for their second action plan cannot be measured. Below is the current objectives set for their department.

Sales Department
Action Plan 1:
To have an increase on contracts/ tenders won by minimum of 3 contracts/tenders per month.
Action Plan 2:
To respond not less than 80% to customer enquiries within 3 working days.

For the first action plan this can be measured.
But for the second action plan, i am having trouble doing an analysis.

Below is the table which i hope you can help me with.

Date In Date Out Ref No. Customer Project No
(customer enquiry is in) (we fax over the quote)


My recertification external audit is on the 23rd April. Please help.

Thank you so much.

Sincerely
Cheryl Lourdes
' I Luv being an MR'

You seem to have the data you need (dates in and out) for the second one--am I misunderstanding something? The important thing about objectives like these is not necessarily the objectives themselves, but whether the underlying processes to achieve them are in place and efficacious (capable of performing as expected). If you need improvement in these two areas, what was wrong that caused the perceived need? What's been done to correct it and improve the processes?

 

[Sam4Quality]

Originally Posted by Jim Wynne

You seem to have the data you need (dates in and out) for the second one--am I misunderstanding something? The important thing about objectives like these is not necessarily the objectives themselves, but whether the underlying processes to achieve them are in place and efficacious (capable of performing as expected). If you need improvement in these two areas, what was wrong that caused the perceived need? What's been done to correct it and improve the processes?

Jim raises very important points here. What stipulated action plan have you developed to overcome the inadequacy (if any) of the processes in question, and hence the objectives?

Also, in setting up objectives, it is only obvious to have some related historical data based on which you can set sensible and achievable objectives.

Ciao.


___________________________
Sincerely, SAM
"To achieve the impossible, it is precisely the unthinkable that must be thought!"