M
markmh
hi all
im interested in finding out what other firms do in their orgnisation to satisfy clause 9.1 - not 9.1.2 as im content with our efforts on customer feedback,
a bit of background. we have one main performance measure which is daily turnover. this is reported by the sales team on a daily basis. that is it other than management accounts which are published every month. other than that the quality depart recorded and monitors ncrs/audits as per the standards requirements.
i want to introduce a range of KPIs across the company, im thinking that at a minimum these KPIs should focus on the key processes that impact on customers such as
-deliveries on time - for the transport department
-% of machinery availability - to determine if our maintennance activity is good which will impact on lead times - for the maintenance department
- number of accidents - for the health and safety department
- number of new customers - for the marketing department
- % of converted quotes to orders - for the sales department
- customer satisfaction and ncrs for the quality department
my idea ifs that each department reports these to me each month and i then record them in a performance dashboard which is distributed around the company to all staff.
any thoughts on these and what do you do in your firms?
thanks
mark
im interested in finding out what other firms do in their orgnisation to satisfy clause 9.1 - not 9.1.2 as im content with our efforts on customer feedback,
a bit of background. we have one main performance measure which is daily turnover. this is reported by the sales team on a daily basis. that is it other than management accounts which are published every month. other than that the quality depart recorded and monitors ncrs/audits as per the standards requirements.
i want to introduce a range of KPIs across the company, im thinking that at a minimum these KPIs should focus on the key processes that impact on customers such as
-deliveries on time - for the transport department
-% of machinery availability - to determine if our maintennance activity is good which will impact on lead times - for the maintenance department
- number of accidents - for the health and safety department
- number of new customers - for the marketing department
- % of converted quotes to orders - for the sales department
- customer satisfaction and ncrs for the quality department
my idea ifs that each department reports these to me each month and i then record them in a performance dashboard which is distributed around the company to all staff.
any thoughts on these and what do you do in your firms?
thanks
mark