Re: Pls help me understand Quality Objective, Metric and KPI
There are several parts of ISO 9001 that apply to objectives, metrics, and KPI.
Cutting to the chase, you missed 8.2.3 and 8.4.
8.2.3 says you need to monitor, and measure when applicable, your processes. This is a repeat from 4.1 where the process approach is introduced. The processes they are talking about are your business processes or core processes, and defined in your explanation of the interaction of processes (4.1 again, and 4.2.2 pointing out that this explanation needs to be part of your quality manual).
Every company is likely to have different names and different alignments, but some typical core processes are quoting, planning, purchasing, production, quality, shipping/receiving/inventory, and management.
You already know that the quality objectives need to be set at relevant levels and functions within the organization from 5.4 where quality objectives are introduced.
What are those relevant functions and levels? Your core processes. This is in keeping with 4.1 and 8.2.3.
So the last topic here is 8.4 which provides you with a big hint about what appropriate objectives can be. 8.4 says that you need to determine, collect, and analyze data that helps you determine the health of your quality management system and aid in determining how to improve it.
Now here is the most useful part. 8.4 lists four specific topics that need to be included in the analysis of data: 1) customer satisfaction 2) product quality 3) process performance (an excellent overall measure of which is on-time delivery) 4) supplier performance.
So do yourself a big favor and allow your quality objectives to serve multiple duty. Choose objectives that align with 8.4. Align them with your processes and they become KPI metrics to fulfill 8.2.3. So it could look something like this:
quoting - customer satisfaction
planning - on-time delivery
purchasing - supplier performance
production - product quality
quality - product quality
shipping/receiving/inventory - on-time delivery and/or supplier performance
management - customer satisfaction or perhaps all four topics