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ISO 9001 Process Variables 

Everything You Need To Know About ISO 9001 Process Measurables 

QMS Process  Metric/Measurable 

Sales  - Incomplete inquiry checklist 

- Late cost estimates 

- Revisions to proposals 

- Incorrect order information 

- Incomplete/inaccurate database 

- Sales order entry errors 

Production  - Rework & repair - Excessive cycle time 

- Unscheduled machine downtime 

- Excessive variation 

- Inefficient set-ups/changeovers 

- Lost time waiting for work 

- Waste of materials & labor 

- Lost materials & tools 

- Excessive handling & storage 

- Poor capacity utilization 

- Non value-added use of floor space 

- Rejects and scrap 

Engineering  - Design errors 

- Drawing & revision errors 

- Bill of material errors - Late or incomplete design information 

- Engineering changes 

- Equipment problems 

- Technology problems 

- Bill of manufacture errors 

- Long design cycle time 

Purchasing  - Late or incomplete P.O. requests 

- Purchase Order delays 

- Purchasing errors 

- Vendor non-conformances 

- Incomplete/inaccurate specifications 

- Physical inventory errors 

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Human Resources  - Poor/inadequate training 

- Health & safety incidents 

- Team work and communication 

- Labor disputes 

- Scheduling & line balancing 

- Absenteeism 

Finance  - Credit notes & RMA’s 

- Contract release delays 

- Returns, claims & warranties 

- Credit approval delays 

- Accounts receivable overdue 

- Financial metrics 

- Late/incomplete financial reporting 

- Non-payment of vendors 

Other  - New product development cycle 

- Delivery performance 

- Customer satisfaction/dissatisfaction 

- Environmental reporting 

- Order to delivery response time 

- Inventory turnover 

- Number of new products 

- Compliance to regulatory requirements 

These metrics are a good representation of the types of problems that typicallyoccur within an organization. So a good way to improve your QMS and get goodpayback on your QMS investment is to track and measure these problems. Measurenot just the frequency of occurrence, but also the cost of these problems on a

monthly or quarterly basis. This way you will know how much you have saved andcontributed to your profitability, by systematically eliminating these problems.  

How To Use These ISO 9001 QMS Process Metrics: 

  Determine which of these processes in the left hand column are included inyour QMS. 

  Determine which of the metrics in the right hand column would be

meaningful to apply in your business.   Establish realistic measurable objectives for each metric you have selected.   Track your performance to each metric you choose to apply in your QMS

 Take corrective action on any metric that fails to meet stated objectives.

Where can I get further help? 

This article is an excerpt from my eBook, “Understanding ISO 9001:2008”. This

book provides a complete and in-depth coverage of all ISO clause requirements andwell as key quality management principles and concepts. It is an excellent guide forQMS development, maintenance or improvement. 

Need Training or Consultancy help? 

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Ask Art Solutions has significant expertise in all of the implementation steps andcan help you fast track your way to an effective and profitable QMS. 

If you need help in developing or implementing your ISO 9001:2008 QMS, pleasecall us at 905-593-8867 for a no obligation review of your needs. 

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