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  Miscellaneous Quality Topics
  QA Dept. Metrics.

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Author Topic:   QA Dept. Metrics.
MikeQ
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posted 08 January 2001 08:40 PM           Edit/Delete Message   Reply w/Quote
This is the second submission for this post. As I do not know what happened to my first post, please excuse any duplication.

I was recently asked the question as to how the Quality Assurance Dept. is measured, what metrics do you use to monitor performance? This was an interesting question, being it was directed to a department that typically evaluates and measures the performance of others. The QA goals usually have been to achieve ISO 9000, implement online NCR application, etc. These have been "yes or no", "did they achieve it or not" goals. Does anyone have any experience in establishing measures of performance of a more ongoing nature within the QA Dept. Please feel free to give some examples to help me focus on this. Thanks for your input! Mike

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Laura M
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Posts: 299
From:Rochester, NY US
Registered: Aug 1999

posted 08 January 2001 10:41 PM     Click Here to See the Profile for Laura M   Click Here to Email Laura M     Edit/Delete Message   Reply w/Quote
It depends on the exact nature of the responsibilities of the department. Based on my previous central QA experience suggestions might be...

-response time to customer concerns
-non-repeat customer complaints
-reduce supplied part problems (assuming supplier quality is in organization)
-efficiency improvements in calibration processes?
-In our ISO efforts it was commonization in a fairly large organization that had alot of individualized reporting systems.

Opportunities around efficiency, cost savings and support for manufacturing were the challenges I was measured by. You have to "prove your worth"...or "make the company more than your salary." Don't know if that's the kind of environment you're in, but that's my 2 cents.

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Kevin Mader
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From:Seymour, CT USA
Registered: Nov 98

posted 09 January 2001 08:46 AM     Click Here to See the Profile for Kevin Mader   Click Here to Email Kevin Mader     Edit/Delete Message   Reply w/Quote
Mike,

Laura makes good suggestions. I would like to add that anyone should look for cyclical activities as potential metrics. They are the easiest to identify. Ask the question, "Who is this activity important to?" Know your customers' needs and wants, internal or external. How does your list of cyclical activities compare to the list of your customers' needs and wants? Pick the vital few. Just a suggestion.

Regards,

Kevin

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