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

[AndyN]

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.

Got an example with quality goals and not sales goals? I believe many struggle with differentiating them

 

[arunk372]

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?

I couldn't understand why your customers feel embarrassed with the term "Quality Objectives".

"Quality Objectives" are nothing but "Targets" that you set for your organisation - Big or small - to meet/exceed customer satisfaction and expectations of interested parties.

Amit has explained it well in his post.

 

[Ken_M]

Got an example with quality goals and not sales goals? I believe many struggle with differentiating them

It's my understanding that, in that context, those are quality goals. AFAIK, quality goals don't really need to directly relate to product quality. It's too bad they changed from quality goals to quality objectives. Should have changed from quality goals to company goals or management goals.



The main point is to not make vague statements that can't be verified. Make sure they have measurable results and end date that can be evaluated to determine if you met the goal.



If you just say "reduce scrap". That sounds good and I suppose any reduction in scrap rate would technically meet that goal but it doesn't have a time frame. It also doesn't indicate how that is measured. Is it based on quantity of scrap. Net dollars. Customer impact of scrap.



If you are going to have that as a goal, you need to make it clear how much you want to reduce it, over what period and how you are going to measure it.


"Reduce scrap costs of major customer impact errors by 20% in 2018 vs 2017" would be better.



Please note that in that example, it is assumed that you have major customer impact errors defined in your quality system.

 

[AndyN]

I'm somewhat in agreement, however as a sales professional, booking 5 new orders in excess of $1,000 isn't anything to do with the QMS...(in my experience)

 

[Marc]

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!

Be aware that we do not allow self promotion here. Please see the Advertising page if you want to advertise yourself and your services here.

 

[Richard Regalado]

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.

Hello Amit. Based on experience, I make objectives on things that the organization has more control over. Customers complain just about anything and everything. They will complain that you are too slow, too fast, too light, too dark, ugly font, high-pitched voice on the phone etc.

When I want to make an objective on complaints, I qualify complaints so I have a "valid" set of situations or criterion which my organization can correct.

- poor workmanship of our product (actual defect, quality issue)
- slow response to customer inquiries (more than 24 hours)
- billing errors (actual document sent)
- delays in the delivery (verifiable events)

What are your thoughts?
Thanks!

 

[AMIT BALLAL]

Hello Amit. Based on experience, I make objectives on things that the organization has more control over. Customers complain just about anything and everything. They will complain that you are too slow, too fast, too light, too dark, ugly font, high-pitched voice on the phone etc.

When I want to make an objective on complaints, I qualify complaints so I have a "valid" set of situations or criterion which my organization can correct.

- poor workmanship of our product (actual defect, quality issue)
- slow response to customer inquiries (more than 24 hours)
- billing errors (actual document sent)
- delays in the delivery (verifiable events)

What are your thoughts?
Thanks!

Of course, there can be "n" number of objectives and has to be in line with the context of your organization. My post was to clarify the doubt of the poster of this thread and not to limit the number of objectives to be taken.