Juliasun said:
We have passed pre-audit and auditors have found that we don't use key performance indicators for HR management, procurement, marketing, internal audit, management review, calibration and design processes.
Congratulations on passing!
Do you need Key Indicators for all of these processes? Remember, it's
your system, not your auditors.
Juliasun said:
I determined following indicators for each process:
How did you come up with them? Did the owners of the processes have input?
Have you determined the points for each of these indicators when the process will be deemed out of control and/or action must be taken to get the process back under control?
My comments/thoughts are in blue from now on...
1. PROCESS AND SERVICE MEASUREMENT
No. INDICATOR
1 Customer feedback
Is this for surveys sent out/questions asked or for the number of Customers that reply?
2 Satisfied, %
3 Unsatisfied, %
What determines is they are satisfied or unsatisfied?
4 Project completed on time, %
5 Tenders won, %
What about tenders submitted? I mean you send out one, win it and have a 100% KPI....or you could send out 50, win 45 and have 90% KPI. The % doesn't mean much to me as it doesn't show truly how busy and successful we were
6 Large projects, %
What consitutes a large project?
7 Customer complaints, No.
Just a thought here...we divide our Customer Complaints into 4 types - Invoicing, Service-Sales, Service-Mill and Quality. It allows for a better analysis of our Customer Complaints so that we can take steps to reduce them.
8 Manhours
9 Project manhours
10 Administration/Company development manhours
11 Planned projects, %
12 Outsourcers involved in projects, No
Would you not want percentage here...maybe two Indicators? One showing the % of projects where outsourcing was involved and the number of outsources involved per project?
2. PERSONNEL ACHIVEMENTS
No. INDICATOR
1 Participation in projects, %
How is this measured? And what if the person is only assigned to non-large projects? Do they score low in #2 by no fault of their own?
2 Participation in large projects, %
3 Assignments completed on time, %
4 Senior staff, %
Could you explain #4 and #5 to me, please? I'm not sure what you are measuring here.
5 Junior staff, %
6 Discipline balance
Could you explain #6 and #7 to me please? I'm not sure what you are measuring here.
7 Staff histogram
As most people where I work are part of a team, it is the team's perfomance that is assessed. However, there are some individual Key Indicators that focus on outstanding training > 60 days (i.e., they still have people to train beyond 60 days after the documents release) and Employee Requests (i.e., suggestion box) open > 60 days.
3. HR MEASUREMENT
No. INDICATOR
1 Training, %
2 Training (% of planned)
3 Approved trainers No, % of personnel
Is this number supposed to go up or remain constant?
4 Staff No.
Same comment as above.
5 PC No
6 Staff with PC, %
7 Geotechnical staff, %
Our HR departments focuses on safety related issues, outstanding training > 60 days, and Employee Requests.
4. PROCUREMENT MEASUREMENT
No. INDICATOR
1 Choice of successful suppliers, %
2 Complaints to suppliers from Company, No.
3 Complaints from customers on Company outsource, No.
4 Customer satisfied, %
5 PO Nos.
6 Order confirmation Nos 9% of PO)
What about Supplier Reviews being conducted? Or successful Supplier Reviews?
5. MARKETING MEASUREMENT
No. INDICATOR
1 Respondents to Customer survey, % of sent questionnaires
Does this repeat #1-#3 of Process and Service Measurement?[/quote]
2 Tender preparation manhours
3 % of tender preparation (versus total manhours)
3 % of successful tenders Is this the same as #5 of Process and Service Measurement?
4 Presentations to potential customers, No.
5 Customer Audits No. You audit Customers? Interesting. Could you tell me more about this, please?
6 Pre-qualification questionnaires filled and submitted No.
7 Implemented preventive actions No. I would think that everyone is capable of implementing preventive actions yet so far this is the first department to have it as an indicator.
6. MANAGEMENT
No. INDICATOR
1 Management personnel, % Is this number supposed to go up or remain constant?
2 Customers satisfied with project management, No., % Which Customers and how will you measure this?
3 Complaints No.
When you say Management are you referring to senior management, all management, or project management?
7. AUDITS
Compliance with audit plan
Completed audits versus planned, %
Corrective actions No. Do you expect this number to go up or remain constant? Be careful....a high number of corrective actions does not necessarily mean a good audit
Audit reccomendations made versus accepted, %
% of reccomendations implemented.
8. CONSULTING PROCESS MEASUREMENT
% of consultees satisfied
Complaints No.
% of consulting projects
% of manhours spent on consulting
You have Complaints in a lot of departments. How will they be obtaining the data for their indicators? Have you considered having one department be the central data collector?
9. GEOTECHNICAL PROCESS MEASUREMENT
% of customers satisfied
% of work done by outsourced
% of geotechnical projects
% of manhours
10. MEASUREMENT OF EACH PROJECT
On time
Resources enough
Customer complaints
% personnel completed tasks in time
Non-conforming product No.
Total changes (revisions of docs)
Changes due to customer requirements
Customer satisfied
If you would like, I can send you a list of our Key Indicators for our support processes like Purchasing, HR, etc. If you are interested, PM me, Juliasun, with your email address.