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Setting objectives and targets

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Guest user Created:   Jul 07, 2020 Last commented:   Jul 07, 2020

Setting objectives and targets

How to set objectives and Targets efficiently

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ISO 9001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 9001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

Expert
Carlos Pereira da Cruz Jul 07, 2020

Good objectives are SMART (specific, measurable, achievable, realistic and time-based). Measurable means having an indicator. Target means having success criteria.

It is possible to consider 3 types of indicators:

  • Effectiveness indicators;
  • Efficiency indicators;
  • Quantity indicators. 

For me, the most important are the effectiveness indicators, they measure if the purpose of the process is being met.

For example, for a company that has a strategic direction around innovation and has a process called “Develop new products” one can ask:

  • What is the purpose of such process?
  • Quickly develop new products that are market hits.

Effectiveness indicators will measure “Quickly” and “hits”. For example:

  • Average time to market
  • Revenue from new products
  • Average price of new products 

Efficiency indicators are the classic QCD indicators:

  • Quality
  • Cost
  • Deliver

For example, for a company that installs wireless networks for telecom companies, with a process called “Install network”, efficiency indicators can be:

  • Number of daily nonconformities raised by the customer
  • Actual network installation costs versus budgeted costs
  • On-time delivery rate 

Quantity indicators give information about the need to manage resources accordingly. For example, number of incoming calls at a call center is a way of evaluating the need to contract more people to handle more calls without raising waiting time.

In this free webinar on demand I develop the challenge of working with relevant indicators - Measurement, analysis, and improvement according to ISO 9001:2015 - https://advisera.com/9001academy/webinar/measurement-analysis-and-improvement-according-to-iso-9001-2015-free-webinar/

The following material will provide you more information:

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Jul 07, 2020

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