Effectiveness Measuring and Efficiency Measuring In ISO 9001:2015

Mandy

Involved In Discussions
Our auditor told us to include these 2 assessments into our ISO practices.
Any tips?
 

AMIT BALLAL

Super Moderator
Pasting my reply to similar thread:

You can identify your own metrics. Following is the definition of effectiveness and efficiency measures.

Efficiency:
The extent to which time, effort or cost is well used for the intended task or purpose

Eg. Average time taken for closure of ticket
Mean Time To Repair (MTTR)
Time taken to fulfill an order
No. of tickets closed
No. of inquiries closed
Cost of a dish (At hotel)
Time taken to deliver the food order (Waiting time)
No. of audits planned Vs completed
Inventory carrying cost

Effectiveness:
Quality of output / Whether a desired objective is fulfilled

Eg. Customer PPM
No. of customer claims
OEE
No. of breakdowns
Compliance to delivery schedules

Best approach for identifying effectiveness and efficiency measures is by identifying what output is required from Processes / using a turtle chart (Refer output column). I found it very useful.

Eg. For QMS process, outputs are Internal audits conducted as per plan, No repetitive nonconformities in Internal audits, management review meetings are conducted as per the plan, etc.

Here, No. of audits planned Vs completed (%) would be an efficiency measure since it tells whether adequate efforts are taken

No. of repetitive Nonconformities would be an effectiveness measure, since it is the desired result out of QMS process.
 
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