QMS Sales Goals & Quality Objectives

[Farley.0]

Hello again. I appreciate all of the feedback and discourse.
For my company's Sales goals and objectives, the decision was to list Sales as a corporate function on our process map. Internally, we have very little control over KPIs and metrics in this area. I've found other divisions have also run into this issue and treat Sales similarly.

I used this as an opportunity to revamp our process structure in general.
Then: Control of Information, QMS Planning, Sales, Purchasing, Manufacturing, Gage Calibration, Manage the QMS
Now: Plant Management, Manufacturing Process Development/Engineering, Customer Service, (Sales [Corporate]), Purchasing, Production, Total Productive Maintenance, Quality Management
There are inputs and outputs associated with Sales and Customer Service, though our system now acknowledges the lack of control over the former.
The updated process structure is easier for setting goals and objectives.

 

[RoxaneB]

I like the corporate function approach. In my previous position, Sales was truly a corporate function based out of a US location and a Canadian location. The metrics they had in place were about their ability to service us at the plants - the right information at the right time. Failure to do this could impact local Procurement, Production Planning and Operations, even Warehouse and Logistics.

Their only external indicator was around Client Experience (note - I did not say satisfaction), but even this had a connection to us at the plant level since we were the ones delivering the product, so Client Experience was more of an overall, it-touches-all-of-us, type of metric.

 

[Farley.0]

Client Experience is a great term. As cold and grey as quality/management systems may seem, it's always refreshing to know there's still room for creativity. A pop of color, if you will.