Anyone have good ideas on QA (quality assurance) group goals and objectives?

[Antonio Vieira]

Perhaps I haven’t explained my basic idea correctly.
What I don’t like to do, or to see as auditor, are naming quality objectives to those that are mainly related to the financial management of the organization.
For example objectives like “increasing the sales in more 10%” or “reducing the cost with human recourses in 5%”, are not directly related to a quality system management, and shouldn’t be considered as quality objectives.
As I told before sometimes at small companies the only management tool they have is the QMS and as a result of that they perform their financial planning and management using the quality system and calling strictly financial objectives as being quality objectives which they are not!

 

[Helmut Jilling]

... For example objectives like “increasing the sales in more 10%” or “reducing the cost with human recourses in 5%”, are not directly related to a quality system management, and shouldn’t be considered as quality objectives.

We worked very hard to get the Sales Manager to be the process owner of the Sales process. If they want to set an objective to increase sales by 10%, why should we say no? That is a perfectly logical objective for a Sales process.

Besides, if you say it cannot be in the ISO program, they will still set it as an objective, but will do it outside the ISO processes. Now, you just lost him. How is that a good thing?

It is this kind of position that makes upper managers not have any respect for ISO. Then they just tell the Quality guy to do whatever he has to do, but leave them out of it.

The quality industry is slowly beginning to relaize it is part of the company's business system, and I for one am eagerly encouraging it.

 

[harry]

Hi hjilling,

This has to be one of the best posting that I had seen for a long while. In particular, I like the last sentence “The quality industry is slowly beginning to realize it is part of the company's business system….”

Quality professionals, especially those who are employed as managers should realized that they are first and foremost a MANAGER. Their primary duty is to fulfill their duties and obligations as a manager but the factor that DIFFERENTIATES them from other managers is that they look at problems from the quality angle, solves problems using the systematic approach and tools that they learned from their years of training and finally their sharp eyes and other senses gained from years of training and experience as auditors will ensure that they have a good handle on the well being of the business.

Regards.

 

[morgand - 2006]

Try this paper. This has worked very well for us and also helps in planning to meet goals. As a tool, it is easy to both teach and use. It lends itself to worksheets and hands on teaching.

 

[Murphys Law]

Without more details on your business, it is difficult to speculate. The Quality groups goals should align with Business goals.
Here is some Example:-

Product Quality
- Achieve xxx Dppm / AOQ quality levels of yy product range by zzz date
- Successful qualification of xxxx product range in xxxx date.

Service Quality
- 10 days Cycle time goals for customer returns instigations.
- No customer disruptions are measured by xxxx
- Achieve 0 major complainces in xxxx audit.
- Achieve 90% scorecards on xxxx customer base

Group continual improvement
- Implement new project for xxxx on xxxxx
- Group training in xxxxxx critical skill area.