QA (Quality Assurance) Department - What metrics do you use to monitor performance?

M

MikeQ

#1
This is the second submission for this post. As I do not know what happened to my first post, please excuse any duplication.

I was recently asked the question as to how the Quality Assurance Dept. is measured, what metrics do you use to monitor performance? This was an interesting question, being it was directed to a department that typically evaluates and measures the performance of others. The QA goals usually have been to achieve ISO 9000, implement online NCR application, etc. These have been "yes or no", "did they achieve it or not" goals. Does anyone have any experience in establishing measures of performance of a more ongoing nature within the QA Dept. Please feel free to give some examples to help me focus on this. Thanks for your input! Mike
 
Elsmar Forum Sponsor
L

Laura M

#2
It depends on the exact nature of the responsibilities of the department. Based on my previous central QA experience suggestions might be...

-response time to customer concerns
-non-repeat customer complaints
-reduce supplied part problems (assuming supplier quality is in organization)
-efficiency improvements in calibration processes?
-In our ISO efforts it was commonization in a fairly large organization that had alot of individualized reporting systems.

Opportunities around efficiency, cost savings and support for manufacturing were the challenges I was measured by. You have to "prove your worth"...or "make the company more than your salary." Don't know if that's the kind of environment you're in, but that's my 2 cents.
 

Kevin Mader

One of THE Original Covers!
Staff member
Admin
#3
Mike,

Laura makes good suggestions. I would like to add that anyone should look for cyclical activities as potential metrics. They are the easiest to identify. Ask the question, "Who is this activity important to?" Know your customers' needs and wants, internal or external. How does your list of cyclical activities compare to the list of your customers' needs and wants? Pick the vital few. Just a suggestion.

Regards,

Kevin
 
B

bertever - 2009

#4
Re: QA (Quality Assurance) Department - What metrics do you use to monitor performanc

Laura M,

You mentioned the magic word. What is an acceptable operational definition of "repeat". Our Customer, yes we have only one, has become concerned about repeats. Genisis was a comment by the Boss Customer about repeats being the worst kind of discrepancy in her background - military aviation maintenance. The definition of repeat in that environment is the exact same discrepancy on the exact same system on the very next attempted sortie. However, our customer QAPs are fond of using the term for anything that remotely resembles an earlier discrepancy even if it is in a previous year and at a different site. Any ideas of how to approach the customer and sell them on a consistent, measurable definition?
 
M

madannc

#5
Re: QA (Quality Assurance) Department - What metrics do you use to monitor performanc

Another area to look at is the QA contribution to revenue.... Most companies do not recognise the savings the QA dept make e.g.

Reduction of NCR's (month on month, year on year), this is achieved by implementing effective CA's... and who approves/rejects CA's!!

Involvement in Projects, helping during planning stage to ensure that compliance is achieved and it has been known for QA to reduce (rather than the general misconception of increase) the amount of paperwork required, speeding delivery up and therefore making available to mkt earlier and freeing resource to start other projects early.

harmonising methodology which increases productivity and consistency... reducing the amount of rework, rejects etc etc, coupled with this is the amount of Inventory held to complete job (another saving)

I am sure if you think about it there are lots of other examples, the point I am trying to make is it's not just about ensuring the company retains its certification

cheers Nigel :rolleyes:
 
Last edited by a moderator:
D

DsqrdDGD909

#6
Re: QA (Quality Assurance) Department - What metrics do you use to monitor performanc

We have product related customer complaints and first pass yield as metrics.
 
J

JP Frisbee

#7
Re: QA (Quality Assurance) Department - What metrics do you use to monitor performanc

At my company we also track the number of findings within each internal department, what area the findings are in, as well as what root causes are typically identified. In addition, we track which findings have affected our customers and which ones have only affected our company internally. Tracking all this information is great, provided the company actually has the knowledge and methods to use the information to improve things.:yes:
 
P

PaulSanda

#8
Re: QA (Quality Assurance) Department - What metrics do you use to monitor performanc

Hi guys,
Short question: to calculate OTD you have early, late or overdue delivery. For my "critical" suppliers I have about 48% with early delivery and 38% with Late delivery (the remaining is a combinatin of early/late, etc). If for LATE delivery there are a lot of reasons (shortage of raw material, overproduction, etc) for early delivery I can see only one: poor communication between buyer-supplier. The question is: 48% is not too much? How much this level should be? (20% early and 80% late ?).
Thanks,
Paul
 
Thread starter Similar threads Forum Replies Date
F Risk for Quality Assurance Department in a Hospital - Hospital Incident Reporting ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
M Quality Assurance Department Staffing Quality Manager and Management Related Issues 6
U Question about test management tool (softwares) for Quality assurance department Quality Assurance and Compliance Software Tools and Solutions 10
M Should QA (Quality Assurance) be its own independent Department? Quality Manager and Management Related Issues 33
J Does your Quality Assurance Department have its own Independent Budget? Misc. Quality Assurance and Business Systems Related Topics 19
R Quality Assurance Exclusions- Writing my department's Quality Manual ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 28
C Quality assurance in Pharmacovigilance Document Control Systems, Procedures, Forms and Templates 0
J Quality Assurance in China - Developing a quality management system for a California company Misc. Quality Assurance and Business Systems Related Topics 7
C Independence of DQA (Design Quality Assurance) 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 1
Pancho Definition Quality Assurance Program - Definition Definitions, Acronyms, Abbreviations and Interpretations Listed Alphabetically 9
chris1price MDR Conformity Assessment for a Class 2a device - Production Quality Assurance EU Medical Device Regulations 2
L Definition Mini Builds - Quality Assurance Terms and Definitions Definitions, Acronyms, Abbreviations and Interpretations Listed Alphabetically 2
Marc Adventures in Design Quality Assurance - Two-week-old Pixel 2 XL displays World News 0
P Quality Assurance and Quality Control - Which clauses of ISO 9001 deal with each? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
A KPI for Quality Assurance Team in a Service Oriented Industry Service Industry Specific Topics 8
C I'm starting my Career in Quality Assurance Career and Occupation Discussions 8
E Employees in Quality Assurance Jobs Career and Occupation Discussions 2
Y Outsourced aerospace work quality assurance? Supplier Quality Assurance and other Supplier Issues 6
R Quality Assurance Assessment of the F-35 Lightning II Program AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 1
M Quality Assurance in an Architectural firm Misc. Quality Assurance and Business Systems Related Topics 3
M QAM (Quality Assurance Matrix) for a sterilization process Quality Tools, Improvement and Analysis 1
S Quality Assurance Plan template for CNC Milling Industry AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 2
A Career Path Options for Quality Assurance Engineer in Roads & Infrastructure Field Career and Occupation Discussions 2
C Quality Assurance Manager ? Next Steps? Quality Manager and Management Related Issues 10
S Quality Assurance Manager involvement in Management Review AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 11
R Quality Assurance/Quality Control in Education Consultacy Service Industry Specific Topics 14
E Use of Certified Reference Materials for Quality Assurance General Measurement Device and Calibration Topics 6
Q Quality Objectives for Quality Control and Quality Assurance functions AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 3
R Using Exact Words from ISO 9001:2008 in Level 1 Document (Quality Assurance Manual) ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 23
S Implementing a Quality Assurance Program Service Industry Specific Topics 3
J Appliance Manufacturing - Quality Assurance Mentor Wanted Career and Occupation Discussions 13
A Incoming Material Quality Assurance Cell Document Control Systems, Procedures, Forms and Templates 4
M Bachelor Degrees in Quality Management or Quality Assurance Career and Occupation Discussions 3
M How to be a good Quality Assurance Engineer Career and Occupation Discussions 6
M Designing a Quality Assurance and Control System Quality Manager and Management Related Issues 3
J Resistance to Change as a Master Thesis in Quality Assurance Professional Certifications and Degrees 7
P Definition Quality Control vs Quality Assurance - Differences or Semantics Definitions, Acronyms, Abbreviations and Interpretations Listed Alphabetically 26
A Quality Assurance Stamps and Supplies for Certifying Product Misc. Quality Assurance and Business Systems Related Topics 2
E Full Quality Assurance Certificate EU Medical Device Regulations 5
P Why does a SQA (Software Quality Assurance) standard be implemented in our company Software Quality Assurance 4
M The System engineering procedures is it considerd as Quality Assurance Procedurcs ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
M QA (Quality Assurance) Monthly Report for Repaired Pallets Document Control Systems, Procedures, Forms and Templates 2
Z Quality Assurance Plan for Engineering Service Industry Quality Manager and Management Related Issues 1
P Level 5 CQI Diploma in Quality (Assurance and Management) Covegratulations 7
M New appointment as Quality Assurance Executive - Job Scope Career and Occupation Discussions 3
I Quality Assurance Business Plan & Strategy Quality Tools, Improvement and Analysis 3
E Responsibilities of a QA (Quality Assurance) Inspector Career and Occupation Discussions 5
P What is the last revision of Toyota SQAM (Supplier Quality Assurance Manual)? Customer and Company Specific Requirements 3
A Suggest Computer Aided Quality Assurance (CAQ) software for Medical Devices Quality Assurance and Compliance Software Tools and Solutions 3
N Customer Service/Inside Sales Will Not Leave Us (Quality Assurance) Alone! Document Control Systems, Procedures, Forms and Templates 3
Similar threads


















































Top Bottom