Discussion of ISO 9001:2015 - "Quality Objectives" term

[Vo Tien Manh]

My customers have been embarrassed with the "quality objectives" term. It is not difficult to do, but it is boring and inefficient to do with this term. Did you encounter this problem?

 

[AMIT BALLAL]

My customers have been embarrassed with the "quality objectives" term. It is not difficult to do, but it is boring and inefficient to do with this term. Did you encounter this problem?

Didn't get your question. Why is customer embarrassed with this term? These objectives are related to Quality which are derived from Quality policy, that's why they are called quality objectives. And why you find it difficult to do, boring and inefficient? How use of a term resulting in inefficiency at your organization?
Can you provide more information? It will help to answer your question in better way.

 

[Vo Tien Manh]

Annual, the companies establich their quality objectives and plan how to achieve them. But it is difficult to find new objectives, and new actions both to achieve them and improve their QMS. I have a video to discuss about this problem. If you would help me, please seach "Discussion of ISO 9001:2015 - "Quality Objectives" term" in youtube. Thank you!

 

[AMIT BALLAL]

Annual, the companies establich their quality objectives and plan how to achieve them. But it is difficult to find new objectives, and new actions both to achieve them and improve their QMS. I have a video to discuss about this problem. If you would help me, please seach "Discussion of ISO 9001:2015 - "Quality Objectives" term" in youtube. Thank you!

Please provide the link of video. I couldn't find exact video, since there are multiple videos available on same topic on youtube.

 

[Vo Tien Manh]

Thank for your attention! But I can't post the link in this site, that is prohibited. My video make by me "I am Vietnamese". Thanks!

 

[AMIT BALLAL]

Annual, the companies establich their quality objectives and plan how to achieve them. But it is difficult to find new objectives, and new actions both to achieve them and improve their QMS. I have a video to discuss about this problem. If you would help me, please seach "Discussion of ISO 9001:2015 - "Quality Objectives" term" in youtube. Thank you!

I watched your video, please refer following example:

For example, Quality policy of XYZ company includes statement such as "committed to customer satisfaction".

"Reducing number of customer complaints" would be the quality objective taken. Target taken for first year is 10 numbers in a year, actions planned are like trainings on some topics, process audits, etc. In that year, you don't achieve the target, then you do the analysis to check whether the actions identified are being performed or not / the actions are not effective. After this analysis, you come to some reasons and plan actions on them. Next year, same target is kept and the actions planned are implemented and monitored.

When the target achieved, we keep revising the target, until it is 0 and sustained. (let's consider 3 years taken to achieve the quality objective).

After this, we take another quality objective such "Improving Customer satisfaction Index" and the target as 80%. We follow same process as above.

Once we achieve this objective, we take another objective which is "Customer delight" - KPI taken in line with this is "Number of projects taken in a month / year for customer delight". And we follow same process for target setting and action planning.

Of course I know some organizations for which the systems are just for the sake of certificate. IMHO, such organizations generally complain to find systems / this process boring and troublesome.
Can you give more information on what part of this process your clients (which are serious and committed for quality management system) find boring and troublesome? I would like to know.

 

[Vo Tien Manh]

Thank you, sir! I think so also. Some companies in my country, they have Quality objectives and plan to achieve them fully. But, you know, some companies are small, family company and the managers can't impact to setting the Objectives (that is boss's job or of mother company), so objectivies are subjective. Therefore, the plan to achieve them includes all of generic things to do, and they are not good for improvement. You know, they got certifications and auditors can't really audit to these planning. Sorry sir, I took you much time! I know the quality objectives planning is very important, but how to do it really and effectively is still difficult for small companies. Though Thank you for all, sir!

 

[AMIT BALLAL]

Based on the information, it seems problem of top management commitment. Top management is accountable for the systems and has to be committed. If commitment from top management is lacking, you are always going to find it difficult.

 

[Vo Tien Manh]

You are right, sir, that is problem of top management commitment.
And in my video includes opinion about "rather set how many/how much to achievement or what to do and how to do first?". I like the logic "What need to improvement --> How to do to fix these problems --> What is numbers we need to get with each work". So objective should not be measuable, numbers should be set after plan how to achieve obj. Objectives should be core values or things like that . Thanks!
(my English is not good, thanks for effort to understand my thought)

 

[Ken_M]

I'm not necessarily qualified to give advice but...


I assume you have a management review meeting. You should have things that were discussed in that meeting that you want to do. A list of action items. These are basically your quality goals. Pick a couple of the important ones, make them your official quality goals. Make sure they have a clearly defined completion date and measurable results.





Wrong method:


Introduce our products to new markets both foreign and domestic.



Correct method:


Book at least 5 new purchase orders exceeding $1,000 each to customers in the European union by the end of FY19.



We have issues with this here as well. It seems clear to me.