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Defining quality objectives

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Guest user Created:   Mar 04, 2016 Last commented:   Mar 04, 2016

Defining quality objectives

what are the quality objectives I can put for QMS like customer satisfaction, customer complaints, internal audit results, system improvement can I put as one of quality objective for QMS? Can u please clarify that system improvement how can I measure?
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ISO 9001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

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Strahinja Stojanovic Mar 04, 2016

Answer:

Quality objectives are goals that you set for your Quality Management System and they reflect what you want to achieve with your QMS. Quality objectives must be precisely defined to enable organization to evaluate level of their achievement, for example the objective "increase customer satisfaction" is not good objective, because it doesn't have time-frame and value, so you can't determine whether you achieved it or not. On the other hand, the objective "increase customer satisfaction for 20% in 2016" has aimed value and the time-frame so at the end of the 2016 you will be able to determine whether you achieved it or not.

The quality objectives must be measurable and timed and they have to be in line with the Quality Policy, for example your Quality Policy will state that your o rganization is committed to increasing customer satisfaction therefore your objective is to "increase customer satisfaction for 20% in 2016"

All the aspects of the QMS can be transformed into quality objectives, but the objectives must meet above mentioned criteria. System improvement is not easily transferred into objective, it is more like overall effect and achievement of the objectives. System improvement can't be measured as is, it can be sublimation of several different inputs, such as customer satisfaction level, number of customer complaints, number of nonconformities, etc.

For more information, see:
- Analysis of measuring and monitoring requirements in ISO 9001:2015 https://advisera.com/9001academy/knowledgebase/analysis-of-measuring-and-monitoring-requirements-in-iso-90012015/
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Mar 04, 2016

Mar 04, 2016

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