Subject: Re: Q: Metrics For ISO Performance /../Peter/Russo/Hodges
Date: Wed, 30 Dec 1998 12:17:26 -0600
From: ISO Standards Discussion
From: Jrhodges
Subject: Re: Q: Metrics For ISO Performance /../Peter/Russo/Hodges
It is true that 'quality systems' and 'business management systems' are inseparatable; however, no matter what terminology you call it there is a need to measure performance. Project manager's use cost, schedule, and performance to ascertain their failures and success. Why shouldn't the ISO Representative do the same -- just ensure the metrics he/she uses is not based on emotionalism but fact of data?
I use several metrics to ascertain the performance of those elements in which I am ultimately responsible (i.e., Management Responsibility, Quality System, Corrective and Preventive Action, and Internal Audits).
Management Systems - bar graphs showing the attendance of functional
areas and project/program management representatives at quality
meetings.
Quality System - Pareto charts showing the findings related to element
4.2 (e.g., finding not related to a specific element like 15,
procedures/processes not being used, etc)
Corrective and Preventive Action - A cumulative bar chart showing
(by month) the number of corrective and preventive actions opened,
overdue, and closed as well as a chart of all elements regarding Root
Cause quantities.
Internal Audits - A pareto analysis of last year's findings compared
to this year's finding and each audit showing the areas of findings.
This provides a clear picture -- try it.
Last but not least, I developed a nine question opinion survey which I provide to all of the management and project representatives. This opinion survey addresses all of the aforementioned areas (with validity questions) as well as Training. I ask their opinion and then develop a Radar Chart for presentation.
I find the results (anonymous) usually match the metrics -- what people say in private matches the results. If they don't truly support the ISO program, the metrics and radar chart clearly shows it.
If you have any questions, feel free to contact me.
Jake Hodges
Quality Manager & Adjunct Faculty
Date: Wed, 30 Dec 1998 12:17:26 -0600
From: ISO Standards Discussion
From: Jrhodges
Subject: Re: Q: Metrics For ISO Performance /../Peter/Russo/Hodges
It is true that 'quality systems' and 'business management systems' are inseparatable; however, no matter what terminology you call it there is a need to measure performance. Project manager's use cost, schedule, and performance to ascertain their failures and success. Why shouldn't the ISO Representative do the same -- just ensure the metrics he/she uses is not based on emotionalism but fact of data?
I use several metrics to ascertain the performance of those elements in which I am ultimately responsible (i.e., Management Responsibility, Quality System, Corrective and Preventive Action, and Internal Audits).
Management Systems - bar graphs showing the attendance of functional
areas and project/program management representatives at quality
meetings.
Quality System - Pareto charts showing the findings related to element
4.2 (e.g., finding not related to a specific element like 15,
procedures/processes not being used, etc)
Corrective and Preventive Action - A cumulative bar chart showing
(by month) the number of corrective and preventive actions opened,
overdue, and closed as well as a chart of all elements regarding Root
Cause quantities.
Internal Audits - A pareto analysis of last year's findings compared
to this year's finding and each audit showing the areas of findings.
This provides a clear picture -- try it.
Last but not least, I developed a nine question opinion survey which I provide to all of the management and project representatives. This opinion survey addresses all of the aforementioned areas (with validity questions) as well as Training. I ask their opinion and then develop a Radar Chart for presentation.
I find the results (anonymous) usually match the metrics -- what people say in private matches the results. If they don't truly support the ISO program, the metrics and radar chart clearly shows it.
If you have any questions, feel free to contact me.
Jake Hodges
Quality Manager & Adjunct Faculty