Measuring quality objectives

Answer:

In order to be able to measure achievement of the objective, you need to set measurable objective. This means that you have to establish quantifiable objectives and also to define some timeframe for achievement of the objective.

For example, if you take for the objective to increase customer satisfaction, you cannot determine whether the objective is met if the customer satisfaction is increased for 5, 10 or 20%. Also, if there is no timeframe for the objective, you cannot measure its level of achievement. In the same example, you cannot determine if the customer satisfaction should be decreased within one o several years period.

The proper objective would be to increase customer satisfaction by 10% in 2017. In this way, by the end of the year you can determine whether the objective is met or not and to what extent. The general rule for quality objectives is to be SMART (Specific, Measurable, Agreed-upon, Realistic, Time-framed).

For more information, see: How to Write Go od Quality Objectives https://advisera.com/9001academy/knowledgebase/how-to-write-good-quality-objectives/

These materials will also help you regarding quality objectives:
- Book Discover ISO 9001:2015 Through Practical Examples https://advisera.com/books/discover-iso-9001-2015-through-practical-examples/
- Free online training ISO 9001:2015 Foundations Course https://advisera.com/training/iso-9001-foundations-course/
- Conformio (online tool for ISO 9001) https://advisera.com/conformio/