Customer satisfaction is impacted through various quality buckets, Prevention, Internal Failure, Appraisal, and External Failure. In addition, internal KPIs are managed to ensure the organization meets or exceeds customer expectations. In any QMS audit, these inputs and outputs are validated to ensure processes, corrective action, and ensuring the right elements are being addressed. Your assignment is to create metrics that support a KPI score card.

The assignment requirements/information is as follows.

Part A Develop 4 measurable metrics in each of the following categories: 32 in total.

Do not use reciprocals

Internal Failure

Prevention

External failure

Delivery

Continuous Improvement

Containment

Training Effectiveness

Your choice of PM, Lean, or 5S. Be careful not to duplicate your KPIs. For example, measuring % absenteeism and measuring % attending yields the same information. Likewise, measuring on-time delivery and measuring late delivery is identical.

For each metric developed; provide the following.

Inputs and Output, i.e., how would you calculate it, what does the KPI reveal?

Data gathering technique

Which quality improvement tool you would use to correct negative trends and how.

Part B Research the Continuous Improvement component and provide a narrative regarding its implications in ISO and trends in the industry. Use credible references only. The narrative must provide specifics.

Part C Correcting negative trends in KPIs requires a robust Corrective Action procedure. Research and provide a narrative on a Corrective Action procedure. Ensure that you include the connecting process. Must be specific. Include what advantages and disadvantages are inherent to the procedure.