Help needed for defining quality measurements for our quality report

[JaneB]

It wasn't easy. There wasn't always concensus. But at the end, we have a book of KPIs that shows the results of all business units and sites. Apples to apples.

And that sounds like a really, really worthwhile point to have reached. And what a great position for executive management to be in - with KPIs that are consistently used and reported upon!

Way to go!

 

[Touko]

Thanks everybody for participating in this thread and helping me!

This is reasonable advice but only up to a certain point, because often one can find out that they are only currently reporting on financial measures (say) and omitting a whole bunch of other important ones.

From what Touku says, it sounds like he has already looked at what is being reported, but wants to change and improve current reporting.

You got it exactly right, JaneB. Change and improvement.

In my opinion, RCBeyette is right about the people who are responsible for the macro processess. They are the ones that should tell me what should be measured. I've talked to a lot of people in my organization and I get very little feedback. And that is the main reason I turn to you good people!

All your comments are helpful. It's good to write down my thoughts here and get feedback and ideas, rather than just pondering these things inside my head.

 

[RoxaneB]

In my opinion, RCBeyette is right about the people who are responsible for the macro processess. They are the ones that should tell me what should be measured. I've talked to a lot of people in my organization and I get very little feedback. And that is the main reason I turn to you good people!

Very few people embrace change, Touko. By standardizing our KPIs, this required all of our business units to change at least one way that they measured aspects of the process.

The task of mandating our KPIs was handed down from out toppest of top people to the leaders of the macroprocesses. Our top top people were committed to achieving standardized KPIs...our macroprocess leaders were responsible for achieving this task.

The difficult part for us is when KPI definitions are changed. We essentially lose the historical data (i.e., trend analysis) on our metrics...and this can become very frustrating.

 

[JaneB]

It's good to write down my thoughts here and get feedback and ideas, rather than just pondering these things inside my head.

Yes, isn't it just. And helpful to hear from other people that it can be done, what "made" it happen (ah, those toppest of top ) and then what the benefits are.

Yes, I think Roxanne is right on the money, both in that the process owners should say what's to be measured and also that people don't like changes.

Sorry to hear you're not getting much feedback. My most charitable way of looking at it is that they need help... and that is when 'quality management' really gets interesting (to me) because we aim to coach and guide and help along that improvement path.

Good luck with this - happy to keep talking. Sometimes it's not even asking for advice, it's just being able to 'bounce ideas off' someone else who knows what we're talking about that's incredibly helpful.