Quality Objectives for my Sales Department

C

Cheryl Lourdes

#1
Hi All,

After going through the internal auditing of the sales department yesterday, i realised, that their quality objectives for their second action plan cannot be measured. Below is the current objectives set for their department.

Sales Department
Action Plan 1:
To have an increase on contracts/ tenders won by minimum of 3 contracts/tenders per month.
Action Plan 2:
To respond not less than 80% to customer enquiries within 3 working days.

For the first action plan this can be measured.
But for the second action plan, i am having trouble doing an analysis.

Below is the table which i hope you can help me with.

Date In Date Out Ref No. Customer Project No
(customer enquiry is in) (we fax over the quote)


My recertification external audit is on the 23rd April. Please help.

Thank you so much.

Sincerely
Cheryl Lourdes
' I Luv being an MR'
 
Elsmar Forum Sponsor

Sam4Quality

'Quality' Comes First
#2
Re: Quality Objectives for my Sales Department.

Hi Cheryl:

Fine objectives you have there. And IMO, the second 'action plan' (its an objective/target) is pretty much measurable as the first one.

Consider adding these in your table below:

Date In|Whether Responded|Date Out|Delay Days| Reason for Delay|Ref No.|Customer Project No

'Whether Responded' - will give you the total number of enquiries actually responded to. You can then obviously get a percentage against your benchmark.

'Delay Days' - will tell you you customer satisfaction index (from your point of view).

'Reason for Delay' - will help you take corrective/preventive action on those enquiries delayed or may get delayed in the future.

I hope this helps.

Ciao.:cool:

___________________________
Sincerely, SAM
"To achieve the impossible, it is precisely the unthinkable that must be thought!"
 

Jim Wynne

Staff member
Admin
#3
Re: Quality Objectives for my Sales Department.

Hi All,

After going through the internal auditing of the sales department yesterday, i realised, that their quality objectives for their second action plan cannot be measured. Below is the current objectives set for their department.

Sales Department
Action Plan 1:
To have an increase on contracts/ tenders won by minimum of 3 contracts/tenders per month.
Action Plan 2:
To respond not less than 80% to customer enquiries within 3 working days.

For the first action plan this can be measured.
But for the second action plan, i am having trouble doing an analysis.

Below is the table which i hope you can help me with.

Date In Date Out Ref No. Customer Project No
(customer enquiry is in) (we fax over the quote)


My recertification external audit is on the 23rd April. Please help.

Thank you so much.

Sincerely
Cheryl Lourdes
' I Luv being an MR'
You seem to have the data you need (dates in and out) for the second one--am I misunderstanding something? The important thing about objectives like these is not necessarily the objectives themselves, but whether the underlying processes to achieve them are in place and efficacious (capable of performing as expected). If you need improvement in these two areas, what was wrong that caused the perceived need? What's been done to correct it and improve the processes?
 

Sam4Quality

'Quality' Comes First
#4
Originally Posted by Jim Wynne


You seem to have the data you need (dates in and out) for the second one--am I misunderstanding something? The important thing about objectives like these is not necessarily the objectives themselves, but whether the underlying processes to achieve them are in place and efficacious (capable of performing as expected). If you need improvement in these two areas, what was wrong that caused the perceived need? What's been done to correct it and improve the processes?
Jim raises very important points here. What stipulated action plan have you developed to overcome the inadequacy (if any) of the processes in question, and hence the objectives?

Also, in setting up objectives, it is only obvious to have some related historical data based on which you can set sensible and achievable objectives.

Ciao. :cool:


___________________________
Sincerely, SAM
"To achieve the impossible, it is precisely the unthinkable that must be thought!"
 
Thread starter Similar threads Forum Replies Date
Farley.0 QMS Sales Goals & Quality Objectives Manufacturing and Related Processes 22
J Setting Quality Objectives for Service, Repair and Sales ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
K Quality Objectives, Small Company, No sales yet... ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
P Can the company annual sales be treated as One of the company quality objectives? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
N Quality Objectives for a Management Team that is Sales Orientated IATF 16949 - Automotive Quality Systems Standard 11
U Examples of Quality Objectives for a Medtech start up ISO 13485:2016 - Medical Device Quality Management Systems 4
V Quality Objectives - ISO 9001 2015 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 26
I Quality Policy and Objectives examples Elsmar Cove Forum Suggestions, Complaints, Problems and Bug Reports 4
M Specific Values of Quality Objectives Benchmarking 7
Q Quality Objectives Not Met - Resources promised by investors ISO 13485:2016 - Medical Device Quality Management Systems 4
V What plans have been put in place to achieve quality objectives? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
A Objectives in Quality Policy ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 15
K ISO 13485 section 5.3 Quality Policy - No framework for establishing and reviewing quality objectives ISO 13485:2016 - Medical Device Quality Management Systems 2
S QUALITY OBJECTIVEs for third party garments factory inspection ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 5
R ISO 13485 Software validation procedure and Quality Objectives Monitoring wanted Document Control Systems, Procedures, Forms and Templates 1
F Quality Objectives - Where in the QMS Quality Objectives should be located ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
qualprod Annual SWOT for 4.1? I plan to revise quality objectives and strategic route ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
K Setting Quality Objectives (for the first time) AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 17
V Discussion of ISO 9001:2015 - "Quality Objectives" term ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 16
P Quality objectives - must they include CAPA and internal audit topic? ISO 13485:2016 - Medical Device Quality Management Systems 28
S Quality Department Objectives ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 21
K Where in the quality manual do I put our Quality Objectives and our Quality Policy Quality Management System (QMS) Manuals 19
R ISO 13485:2016 - Quality Objectives Regulatory Requirement Examples ISO 13485:2016 - Medical Device Quality Management Systems 1
Q Additional KPI to Top Management beside Quality Objectives ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
R Examples of Quality Objectives related to ISO 13485:2016 ISO 13485:2016 - Medical Device Quality Management Systems 6
Q Setting Quality Objectives with a Timeframe ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
S Identifying Objectives & Targets for Quality Control ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
R 5.4.1 Quality Objectives - Nonconformity: The process was not fully effective ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 36
dubrizo If Quality Objectives are not known to employees, is it a Nonconformance? General Auditing Discussions 7
M Quality Objectives and Monitoring & Measurement of Processes - Clause 8.2.3 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
T Corrective Action for Quality Objectives which are not Measureable Nonconformance and Corrective Action 7
T Best place in QMS to manage Quality Objectives ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
Q Quality Objectives for Quality Control and Quality Assurance functions AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 3
T Setting Quality Objectives ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
K Are Quality Objectives applicable on HSE Department? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
J Will these Quality Objectives cover the Product Requirements? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
S Presentation for tracking Quality Objectives across sites Preventive Action and Continuous Improvement 3
M Quality Objectives - Acceptable Levels and Functions ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 37
H ISO 9001 Quality Objectives Scorecard or Matrix template to share ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 1
S Understanding Quality Objectives, Metrics and KPI ISO 13485:2016 - Medical Device Quality Management Systems 15
L Changing Quality Objectives ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 12
G Differences between Quality Objectives and Business KPI's ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
A Where to document Quality Objectives ISO 13485:2016 - Medical Device Quality Management Systems 6
J Quality Objectives for Engineering Department and R&D Quality Manager and Management Related Issues 5
A Quality Objectives 5.4.1 - KPI SOP - ISO 13485 Audit Observations EU Medical Device Regulations 6
A Are Explicit Quality Objectives Required? Quality Management System (QMS) Manuals 8
G Defining Quality Objectives for Product Realization and Design and Development AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 5
J Quality Objectives - Telephone Calls ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 1
S Quality Objectives for Aerospace Chemical Conversion & other Surface Treatment Plant AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 3
D Determining Quality Objectives for the Finance Department ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 16

Similar threads

Top Bottom