Are Explicit Quality Objectives Required?

[ACIQualityGuy]

Hi All,

I was reviewing our QMS manual and realized that we don't formally state the quality objectives. Based on our Quality Policy I'd say it's pretty easy to infere what they are (satisfy customers with lasting trust in our products and services) but it's not explicityly stated. Any thoughts?

In general, any thoughts on our manual? This thing used to be over 130 pages long, quite the reduction!

Thanks in advance for the feedback.

 

[Mikishots]

Re: Explicit Quality Objectives Required?

Hi All,

I was reviewing our QMS manual and realized that we don't formally state the quality objectives. Based on our Quality Policy I'd say it's pretty easy to infere what they are (satisfy customers with lasting trust in our products and services) but it's not explicityly stated. Any thoughts?

In general, any thoughts on our manual? This thing used to be over 130 pages long, quite the reduction!

Thanks in advance for the feedback.

Do you trend or monitor metrics that show that these objectives are being met? For example, do you have a metric that tracks customer satisfaction?

Scorecard metrics are a very common way of stating what your quality objectives are.

 

[insect warfare]

Re: Explicit Quality Objectives Required?

I can't tell if your company is certified to any international standard(s), such as ISO 9001:2008; but assuming you are, paragraph 4.2.1a explicitly requires documented statements of a quality policy and quality objectives. I honestly do not know what standards exist for HVAC industries, but it is possible there could be even more stringent requirements.

Generally it is a good idea to explicitly state specific objectives anyway, regardless of standard influence. They give you an "a" to where you can plan to evolve to "b" and then to "c", and so forth. You don't necessarily have to outline them in your quality manual, since your objectives are dynamic by nature (or always changing to meet expectations now and later).

In my QM, I have identified essential objectives for each process, just not the actual targets, and we keep a workbook which can list additional objectives based on the organization's current state, and this is where our actual targets are shown. Just as long as they are established somewhere and they are monitored/measured for effectiveness, you can do this however it is effective for you.

Hope I've Helped...
Brian

 

[Randy Lefferts]

Re: Explicit Quality Objectives Required?

Hi All,

I was reviewing our QMS manual and realized that we don't formally state the quality objectives. Based on our Quality Policy I'd say it's pretty easy to infere what they are (satisfy customers with lasting trust in our products and services) but it's not explicityly stated. Any thoughts?

In general, any thoughts on our manual? This thing used to be over 130 pages long, quite the reduction!

Thanks in advance for the feedback.

Automation Components, Inc. is committed to the highest level of quality in the manufacture, sale and support of our products. We want our customers to be satisfied and to have lasting trust in our products and service. Product quality, continuous improvement and customer satisfaction shall underlie all of our efforts in development, manufacturing, advertising, sales, shipping and technical support.


If you are committed to the highest level of quality wouldn't you want to measure it to determine whether you are achieving it?

In addition, if product quality, continuous improvement and customer satisfaction form the foundation for all you do, wouldn't you want to measure that?

On a side note I notice that your Quality Manager is not part of your executive team. Maybe that's the norm and the companies I have worked for are "different" but the QA Manager was part of the Top Management/Executive Management team.

Executive Management Team: ...This team is chartered with setting the strategic direction and goals for the company including quality, performance, and new product planning.

It would seem that the QA Manager's input could be valuable.

As far as the objectives being specific, as Insect Warfare stated, if you have a basic certification such as ISO9001, it does state that your quality policy and quality objectives are to be included in your QMS documentation.

The quality management system documentation shall include
a) documented statements of a quality policy and quality objectives,
b) a quality manual,
c)...

HTH

 

[isoalchemist]

Re: Explicit Quality Objectives Required?

I've never listed Quality Objectives in the QM, I maintained them as an enternal document. Objectives are dynamic and the QM IMO is a static document for the most part.

Depending on your timing for Management Review ( I tended to ensure one was late Jan. early Feb.) The minutes are a great place to capture performance of the previous year and roll out the new goals for the next. In good systems they are monitored more frequently, in other organizations that maybe the only discussion of them.

 

[Shoes]

I'm impressed and curious ACIQualityGuy, was revision 7 the one that brought the document down to 14 pages? When I see the word effective I always think of streamlining and editing.

 

[ACIQualityGuy]

Re: Explicit Quality Objectives Required?

Wow, tons of good, quick feed back, thanks all

I can't tell if your company is certified to any international standard(s), such as ISO 9001:2008

Currently we're not certified at all. It may seem strange but our customer's haven't required it yet so we haven't gone there. We're "working toward compliance" but don't anticipate ever becoming certified.

Do you trend or monitor metrics that show that these objectives are being met? For example, do you have a metric that tracks customer satisfaction?

Scorecard metrics are a very common way of stating what your quality objectives are.

We don't currently measure customer satisfaction in any manner that I'm aware of (except for complaints). We used to do some surveys but we couldn't justify the efforts for the value we got from them. I suppose we could try doing this on a smaller scale by sending out something with our parts.

What I'm hearing is that as long as we can support how we ensure customer satisfaction and repeat business we're covered...right?

Depending on your timing for Management Review ( I tended to ensure one was late Jan. early Feb.) The minutes are a great place to capture performance of the previous year and roll out the new goals for the next.

My annual quality review typically includes the year's accomplishments, short comings and next years goals as well as any meeting minutes. It only makes sense that I support the goals with tactics, I'll be adding that to my end of year review next time around. Guess I never realized that our goals are our objectives

On a side note I notice that your Quality Manager is not part of your executive team. Maybe that's the norm and the companies I have worked for are "different" but the QA Manager was part of the Top Management/Executive Management team.

Executive Management Team: ...This team is chartered with setting the strategic direction and goals for the company including quality, performance, and new product planning.

It would seem that the QA Manager's input could be valuable.

I laugh all the time about the "executive management team". I would say our company is not the norm and it has to do with how we have grown over the years and management decisions... I'll leave it at that.

Thanks again everyone for all the valuable feedback!!!

 

[ACIQualityGuy]

I'm impressed and curious ACIQualityGuy, was revision 7 the one that brought the document down to 14 pages? When I see the word effective I always think of streamlining and editing.

You nailed it.

The previous Quality Manager had about as much experience as I did with quality before starting the job, I think the difference is that I knew about the cove and google

I mostly restructured the documents (created a four tier system instead of putting everything together) and removed garbage that was not needed or accurate, it has helped significantly!

 

[Shoes]

Isn't it amazing what you can do with the ability to read requirements, exercise good judgement, and create a workable system? Best of luck to you.