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KPI's Data for Customer Service

doctall41

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#1
Just completed my AS9100D recertification audit. One of my auditors was ok with my metrics for the Customer Service Process. We were measuring OTD to the customer. The LEAD auditor flatly refused to allow OTD as a measurable because "it is not a top-line metric and it can be influenced by other factors, such as if you have to pay expedite charges to a processor in order to be on-time to the customer." I argued, to no avail. What are your thoughts, and what are you measuring for Customer Service in you manufacturing facility?
 
#2
Just completed my AS9100D recertification audit. One of my auditors was ok with my metrics for the Customer Service Process. We were measuring OTD to the customer. The LEAD auditor flatly refused to allow OTD as a measurable because "it is not a top-line metric and it can be influenced by other factors, such as if you have to pay expedite charges to a processor in order to be on-time to the customer." I argued, to no avail. What are your thoughts, and what are you measuring for Customer Service in you manufacturing facility?
In my mind, I'd agree with the Lead Auditor but maybe for different reasons. OTD is an accumulative "score", based on a number of individual processes. I worked at an organization which measured OTD and were really good, however, their view of the 4 core (internal) processes told a different story. One had a 60% rework loop! So, OTD is a good indicator or overall, end-to-end performance, but not one individual process (whatever "Customer Service" actually is)
 
#3
Normally OTD is a general top KPI, and included in objectives, for you it may apply
other Kpis which more directly are related to your process.

e.g. % of rejects, % on time delivery of work orders, % production program compliment
and some other may apply
Hope this helps
 

doctall41

Involved In Discussions
#5
I think you should be able to pick your own metrics. I wouldn't be happy with your auditor.
I'm not. Here's what she shared with me later about why she cannot allow OTD:
9100 clarification table.jpg

Comes from this document:
9100 clarification table header.jpg

That is not at all what we were doing. We had valid metrics for all the other processes!
 
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