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.
. Thanks!
