Quality Measure for Engineering Services

S

skdiamond

#1
For product quality I?m used to standard quality metrics (warranty return rate, MTBF, etc) but I?m now working with an engineering service organization. The business is to install solutions. For example installing home or perimeter alarm system. There is product involved in this (camera, sensors, etc.) but really I?m trying to measure the quality of the solution not of the piece parts. I?m struggling with how to measure quality. Ideas to date include:

? Number of calls to call center for support
? Number/hour of field service visits
? Yearly expense for field service support
? Customer satisfaction survey

Are there any obvious metrics I?m missing?
 
Elsmar Forum Sponsor
Thread starter Similar threads Forum Replies Date
J How to measure process quality? Is DPPM the correct metric? Capability, Accuracy and Stability - Processes, Machines, etc. 5
M How Does Your Organization Measure Cost of Quality? Benchmarking 14
J Tool to measure influence of Quality on Services Rendered ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
V What are the Value Adding Quality Assurance Processes and how to measure them? Quality Tools, Improvement and Analysis 3
C How do you measure the Effectiveness of a QMS (Quality Management System) Quality Manager and Management Related Issues 34
T How to measure the Effectiveness of a Quality Management System? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
M Definition Measure, Monitor and Control in Quality Terms - Differences Definitions, Acronyms, Abbreviations and Interpretations Listed Alphabetically 2
A Quality Test - Which of the following is not a measure of spread in a distribution? Six Sigma 11
R Cost of Quality (COQ): How do I measure it? As a % of Sales? Misc. Quality Assurance and Business Systems Related Topics 9
P Conformity assessment based on a quality management system or production quality assurance EU Medical Device Regulations 0
H Updating Quality Manual to API Q1 Service Industry Specific Topics 4
R Electrical contractor Project Quality Management Plan Quality Manager and Management Related Issues 1
D Supplier Quality - How to classify a supplier level Medical Device and FDA Regulations and Standards News 7
R China Quality Certification Various Other Specifications, Standards, and related Requirements 1
S Quality management system (Well head installation & maintenance) Quality Management System (QMS) Manuals 5
V Quality review Meeting with Customer for complaints we received Customer Complaints 6
F Supplier Quality Assurance Job Openings - 8/2020 Job Openings, Consulting and Employment Opportunities 0
G Copy of withdrawn ISO 9001:1994 Quality Management Standard ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
C Quality, efficiency and effectiveness of daily work routines Misc. Quality Assurance and Business Systems Related Topics 4
P How to develop executable quality management system for rookies? IATF 16949 - Automotive Quality Systems Standard 10
Q Quality Technician (calibration / metrology) - Memphis, TN Job Openings, Consulting and Employment Opportunities 1
M Requirement to manufacture under a quality management system EU Medical Device Regulations 4
G Need to change KPI we called NC parts (maximum 3%.) to FTQ (first time quality) IATF 16949 - Automotive Quality Systems Standard 4
Ajit Basrur FDA News Harmonizing and Modernizing Regulation of Medical Device Quality Systems (7-2020) US Food and Drug Administration (FDA) 0
DuncanGibbons Should the requirements FAA/EASA Part 21 be addressed within the QMS and AS9100D quality manual? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 5
J Interview with Director of Quality Career and Occupation Discussions 18
A IATF 16949 4.3.1 - Determining the scope of the quality management system - supplemental IATF 16949 - Automotive Quality Systems Standard 9
B Quality manual for automotive industry wanted Quality Management System (QMS) Manuals 2
M Quality management certification required by Health Canada Canada Medical Device Regulations 3
A Building up a global quality management system ISO 13485:2016 - Medical Device Quality Management Systems 2
A Building up a global quality management system 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 3
S Looking for Quality Content to Build Medical Device Curriculum - Concept to Commercialization Training - Internal, External, Online and Distance Learning 4
M Quality Metrics Questions Lean in Manufacturing and Service Industries 2
F Quality manual for trading company ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
John Broomfield Informational Terms used in quality management [Deleted] Misc. Quality Assurance and Business Systems Related Topics 6
D Imaging/Image Quality Standards Other Medical Device Related Standards 1
D Quality Team Structure ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
V Quality Objectives - ISO 9001 2015 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 26
E Best way to keep up with pharmaceutical quality knowledge and current affairs Service Industry Specific Topics 1
C Quality assurance in Pharmacovigilance Document Control Systems, Procedures, Forms and Templates 0
I Quality Policy and Objectives examples Elsmar Cove Forum Suggestions, Complaints, Problems and Bug Reports 4
Miner Quality checks of product QR codes FMEA and Control Plans 2
S ISO 13485 Lead Auditor - Debate between our Quality Team and Regulatory Auditor - Internal Auditor Training ISO 13485:2016 - Medical Device Quality Management Systems 17
M Operational (free) simulation games for manufacturing and quality Lean in Manufacturing and Service Industries 5
I Help: QFD House of Quality Quality Tools, Improvement and Analysis 1
F Risk for Quality Assurance Department in a Hospital - Hospital Incident Reporting ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
I New to LEAN but not to Quality - How to run Kaizen events Lean in Manufacturing and Service Industries 1
T Ideas for developing a Supplier Quality Management System, non automotive ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 5
S SOP for ISO 13485:2016 Quality related Software validation ISO 13485:2016 - Medical Device Quality Management Systems 9
S Cost of Poor Quality (CoPQ) - Scrap element of calculation includes lost margin? Misc. Quality Assurance and Business Systems Related Topics 7

Similar threads

Top Bottom