What constitutes QUALITY OBJECTIVES! I have problem with my auditor

[AndyN]

If the quality policy is there to provide a framework for developing objectives, what's the policy say? Don't we also need to see that?

????????????????????

 

[kashizadeh]

Hi and thanks,
my auditor said "This table can cover 8.2.3 requirements but we cannot accept it for covering 5.4.1 requirements and you should establish top level quality objectives such as customer satisfaction (we define increase of customer satisfaction as one of our quality policy).He said you should have a quality objective as “customer satisfaction” and then establish goal for it and show a plan for achieve it. If you do it then we can accept that you cover requirement of 5.4.1.

But we establish some indexes for one of our process named “customer relationship process” such as cycle time of respond to customer demand, total of customer complaint in every 6 months, Numeric value of customer satisfaction (this index can be calculated because we defined customer satisfaction survey form and then set number for each feedback) and …. We set target for all of indexes and report situation and documented all of these in table that I attached before.

Let me know is it nonconformance and my auditor can report NCR for 5.4.1.?

 

[Big Jim]

Hi and thanks,
my auditor said "This table can cover 8.2.3 requirements but we cannot accept it for covering 5.4.1 requirements and u should establish top level quality objectives such as customer satisfaction (we define increase of customer satisfaction as one of our quality policy).He said you should have a quality objective as “customer satisfaction” and then establish goal for it and show a plan for achieve it. If you do it then we can accept that you cover requirement of 5.4.1.
but we establish some indexes for one of our process named “customer relationship process” such as cycle time of respond to customer demand , total of customer complaint in every 6 months, Numeric value of customer satisfaction(this index can be calculated because we defined customer satisfaction survey form and then set number for each feedback)and …. We set target for all of indexes and report situation and documented all of these in table that I attached before.
Let me know is it nonconformance and my auditor can report NCR for 5.4.1.?

You should be asking him which "shall" he is going to hang that nonconformance on. I don't see it.

 

[Ajit Basrur]

Hi and thanks,
my auditor said "This table can cover 8.2.3 requirements but we cannot accept it for covering 5.4.1 requirements and you should establish top level quality objectives such as customer satisfaction (we define increase of customer satisfaction as one of our quality policy).He said you should have a quality objective as “customer satisfaction” and then establish goal for it and show a plan for achieve it. If you do it then we can accept that you cover requirement of 5.4.1.

But we establish some indexes for one of our process named “customer relationship process” such as cycle time of respond to customer demand, total of customer complaint in every 6 months, Numeric value of customer satisfaction (this index can be calculated because we defined customer satisfaction survey form and then set number for each feedback) and …. We set target for all of indexes and report situation and documented all of these in table that I attached before.

Let me know is it nonconformance and my auditor can report NCR for 5.4.1.?

Looks like you ahve a system for getting customer feedback for satisfaction but are not calculating the customer satisfaction index, right ? Start measuring and it will meet the intent of 5.4.1.

The intent of 5.4/1 is that quality objectives must be defined and they must reflect the quality policy and align with the overall business objectives, including customer expectations.

 

[sitapaty]

Auditor is not required to define what constitute QUALITY OBJECTIVES.He will only interpret the requirements of the standard and the documented manuals.
-Sitapaty

 

[aamermahmoud]

plz i need to Creating vision , goals quality control department

• Outline steps that will help me to realize vision
• Make each of those steps goals that are measurable and attainable
• Evaluate my vision .

 

[JaneB]

Hi and thanks,
my auditor said "This table can cover 8.2.3 requirements but we cannot accept it for covering 5.4.1 requirements and you should establish top level quality objectives such as customer satisfaction (we define increase of customer satisfaction as one of our quality policy).He said you should have a quality objective as “customer satisfaction” and then establish goal for it and show a plan for achieve it. If you do it then we can accept that you cover requirement of 5.4.1.

But we establish some indexes for one of our process named “customer relationship process” such as cycle time of respond to customer demand, total of customer complaint in every 6 months, Numeric value of customer satisfaction (this index can be calculated because we defined customer satisfaction survey form and then set number for each feedback) and …. We set target for all of indexes and report situation and documented all of these in table that I attached before.

Let me know is it nonconformance and my auditor can report NCR for 5.4.1.?

Kashizadeh
We'd like to help, but it just isn't possible to give realistic and accurate help without seeing all the relevant evidence.

Your auditor IS on the spot, has seen everything you have available (presumably) and said he isn't happy and why. Now, I don't know whether or not I agree with your auditor, but I do know that a/ I"m not there and b/ have seen only a single objective...

I"m not sure how you expect anyone to be able to accurately second-guess the auditor or make a confident assertioni that there is/is not an NC based on such slender (to say the least) information.

For example, you've been asked for the quality policy. You haven't posted it. Where is it? etc. The better info you supply, the better the answers, generally.

 

[harry]

plz i need to Creating vision , goals quality control department

• Outline steps that will help me to realize vision
• Make each of those steps goals that are measurable and attainable
• Evaluate my vision .

1. Vision, goals, policies etc are road maps to guide the organization and should be set at the upper most level of any organization.
2. With that as guidance, the various sections or departments come out with their respective policies which are then broken down into finer achievable objectives for the respective areas and/or processes.

Have a look at the following:
Setting Objectives
Writing Quality Policy