Do Quality Objectives have to be Measurable?

Sardokar · Mar 25, 2011

Re: Quality Objectives - Do Quality Objectives have to be Measurable?

the short answer to the OP question is ... YES

now there is 2 kind of measurements:

- Quantitative measurements
- Qualitative measurements ( most frquently "yes" or No"

exemple of an objective with quantitative measurement

* Increase customer satisfaction to 85% on the 2011 survey

( you are going to quantitatively measure the results of a survey for example as to obtain a number )

Example of a qualitative measurement

* Achieve Certification with Supplier "ABC" by the end of 2011

in that case there is no number to count you will evaluate at the end of the time period if we have achieved the certfication or not and take relevant corrective actions if not (or take preventive actions if for example at 3/4 of the year you feel there is a high risk of not achieving certfication)

Hope that helps

MrMiagi · Mar 25, 2011

Re: Quality Objectives - Do Quality Objectives have to be Measurable?

I think quality goals and objectives have to be measurable per the requirement. That is a given. Ideally, there should be global, organization-wide goals that all employees are aware of. Then, there should be department goals that support the global goals and so on. The goals should be measurable and be part of a regularly updated information board. Each employee needs to understand the goals and how they can and do contribute. The overall health of the company should be easy to ascertain by checking performance to those goals by any employee.

"Quality is not free, but it has been discounted deeply for a quick sale."

Mr. Miagi

ddchhaya · Mar 26, 2011

Re: Quality Objectives - Do Quality Objectives have to be Measurable?

:thanx:

Thanks Howste. Big Jim, Patrick, Sardokar. I Like the response to the word "equipment" applied to human beings. I also liked The response on Humans getting considered as "Resource" and now attempted to be narrowed down to merely an "equipment" to be taken from shelf and getting shelved after use!

. Very unfair indeed!

I liked Patrick's response :bigwave:

on using our creativity to apply principles of the standard to experience benefits of the intent. I wish to share the following.

There are references on profound applications of principles of organizational behavior (OB) in application of Six Sigma methodology in selection of six sigma team members, process champion, black belts and green belts. Six Sigma methodology is also one of the QSM with application of statistical principles.

OHSAS 18000 has also introduced the word "Behaviour" in relation to safety, which was not there in the earlier version. In the emerging application of OB in safety, I read :read:

about "calibration of safety observers" in a book on behavior based safety that talked about safety observers as equivalent to transducers because they "measure" safety behavior. There was also a mention of application of principles of statistics to the data generated by these observers. Therefore there is a need for reliability in the observations by the observers who are basically not "equipment" in the narrow sense of the word but certainly are human beings

.

I asked similar question to one veteran LA who mentioned that he had gone to one location to "Calibrate an audit team". The audit teams comprise of humans too.

"Equipment" in the narrow sense of the word are not human beings. But once they are calibrated, they "behave" predictably. Even then we need periodic calibration because the calibration may get drifted.

Human beings in one culture respond reasonably predictably to a stimulus. That is how we identify a culture. However, it becomes more critical to develop consistency in human beings, as due to wide variety of external factors, same individual may respond differently in different situations.

Audit team members also need "personal attributes" and application of auditing skills so that each individual member, given a situation, respond predictably, solicit predictable response from the auditee (art of questioning) , with high degree of consistency and identify the findings with very "narrow variability". When the variability is brought within acceptable limits, the team is considered "calibrated" and ready for launch.

Therefore, I agree with Patrick that there is a scope for using creativity in application of the requirement of standards. ISO 9001:2008 aims at making it compatible with ISO 14000. In OHSAS 18001:2007 we see annexure giving clause by clause compatibility of the three standards. And then there is PAS 99:2006 by BSI under revision, the 2010 draft of which is available, gives framework for Integrated Management System with seamless integration of the management systems of the standards that have remarkable compatibility.

I wish to clarify that I asked the question with these factors on mind. Recruitment is a process, job profile is the input, advertisement, screening applications, shortlisting, formation of committee, various assessments, preparation of merit list, etc., are steps and selected candidate fulfilling "requirements" is an output that goes to core function, who is the customer in SIPOC model.

And there, as Patrick responded, when we wish to integrate all the standards for seamless integration, there could be a scope to use our creativity and to include calibration of a committee to develop them to give consistent and output of measurement of competence - reliable personnel, again the humans with narrow variability fitting into the requirements of the organization.

Patric, I am interested in knowing more about what the SEI put it in the People Management Maturity Model

harry · Mar 26, 2011

Re: Quality Objectives - Do Quality Objectives have to be Measurable?

Determination of competency in a recruitment exercise would had occurred at a much earlier stage - often taking the form of tests (whether practical or written). However, competency tells us half or less than half of the story on the candidates potential.

The soft side is as important, if not more - communication skills, personal attributes, social graces, friendliness, etc and the interview panel used towards the end is constituted precisely for determining these. It derives its strength from the diversity and strength of each individuals experience combined to make a final decision. Calibration? - not applicable at all.

ddchhaya · Mar 26, 2011