Can 'adding a new service' be a Quality Objective?

P

Peter West

#1
Hi All

Just been working with management to develop some quality objectives and targets. They are keen to try and develop service delivery team fee earning positions (whilst maintaining/developing the management systems).

Can we class 'offer H&S or QM fee earning services' as a quality objective with the target of 'achieving at least 2 successful jobs in the first year'?

This would contribute to progress to reach the company vision, however doesn't really seem to contribute to the pursuit of quality - unless it could be argued that our involvement on projects would increase the quality of the output.

My company has a long history of stating business objectives as quality objectives (an issue picked up by our external auditor), which I am trying to change.

Any thoughts?

Thanks a lot

Peter
 
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P

Peter West

#2
A further question to the above -

In our quality policy we mention 'Develop business in the Gulf Region with a specific focus on Saudi Arabia' - this comes under part of the company vision for 2012.

I will be ensuring that all activities carried out in this area conform to our quality management system - and that the system develops to help them.

In your opinion could I have an objective of 'uniform approach to business' with a target of '90% adherence to QMS procedures'?

I would measure it through audits and business performance review but at this point we have no idea if this is achievable, subject to regional practices, unforseeable client requirements and legislation.

Any opinions gladly appreciated.
 

Al Rosen

Staff member
Super Moderator
#3
Hi All

Just been working with management to develop some quality objectives and targets. They are keen to try and develop service delivery team fee earning positions (whilst maintaining/developing the management systems).

Can we class 'offer H&S or QM fee earning services' as a quality objective with the target of 'achieving at least 2 successful jobs in the first year'?

This would contribute to progress to reach the company vision, however doesn't really seem to contribute to the pursuit of quality - unless it could be argued that our involvement on projects would increase the quality of the output.

My company has a long history of stating business objectives as quality objectives (an issue picked up by our external auditor), which I am trying to change.

Any thoughts?

Thanks a lot

Peter
Sounds like a business objective and putting the cart before the horse. Improvement of quality should result in more business.
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#5
Yes. There are MANY business objectives that don't qualify as QUALITY objectives. Actually many business objectives have a detrimental impact on customer satisfaction, quality and product conformity. For example, sales growth objectives many times lead to sales people misbehaving in terms of telling the truth to customers about delivery dates.

Unfortunately many ignorant and/or coward auditors are unable and/or unwilling to challenge that.

Check, for example, this thread.
 
P

Peter West

#6
Thanks all. I think I am going to avoid including the addition of a fee earning service as a quality objective. If I am unconvinced I suppose the rest of the company won't be any less certain it would be a quality goal.

On an audit in the UK a 18 months ago the auditor kept asking about what our quality objectives (which noone knew) and wanted to raise it as an NC but was begrudgingly talked around by the Systems Manager overseeing the whole thing, who argued that the business objectives were also quality ones.

I don't want to have to do that and want to have some proper measurable Quality achievements to promote as people adopt the new quality system here in the Middle East - otherwise we're losing a considerable benefit and element to encourage continual improvement (which the company also got picked up on 18 months ago) :notme:.

Thanks again

Peter
 

Randy

Super Moderator
#7
Sure can, a quality objective could even be to purchase a new copier if it helps to achieve customer satisfaction.
 
J

JaneB

#8
Sure can, a quality objective could even be to purchase a new copier if it helps to achieve customer satisfaction.
Yes, exactly.

Just put yourself in your customer's shoes - ask yourself, will they perceive whatever we are doing in this 'quality objective' as doing something for them or providing some benefit to them, rather than simply adding to your company's income or profits?

Your Manager may well & probably was right that business objectives = quality objectives BUT with the proviso that you need to set aside the most common business objectives of 'make more money/in/increase profits/reduce internal costs' UNLESS they also have some benefit to your customers or the quality of your services/products.

So, if you're already providing a good service in one service line, then yes, adding another service can be a benefit to your customers. As Randy says.

Incidentally, the fact that this is a tricky area and no one knew what they were at a previous audit indicates there's room to improve here! After all, they're supposed to be known and cascaded to relevant functions/levels... you do not have to call 'em 'quality objectives' (not a great term really) but you do have to have some, know what they are and be able to satisfy and auditor of that!
 
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