ISO 9001 based QMS Key Performance Indicators

ISO 9001:2015 requires to determine objects for monitoring and measuring to determine the performance and effectiveness of the QMS.

The term Key Performance Indicator (KPI) refers to the chosen measurements.

Some examples of commonly used KPIs are given in Mark Hammar's article How to define Key Performance Indicators for a QMS based on ISO 9001:

• 'First Pass Yield: What percentage of your product or service is acceptable the first time it is created? If you have a high rework cost, a focus on this might help improve the processes of your QMS.
• Downtime: Are there problems with equipment maintenance and unexpected service outages? Downtime could be useful for you to track and improve.
• Reject Ratio: Like first pass yield this focuses on non-conforming product and if it is within an expected/acceptable rate. Many companies try to improve in this area, and understanding the performance is the first step.
• Customer Satisfaction: One of the most important measures for a customer-focused business is how satisfied the customer is. There are many ways to measure this, but it is important for many businesses to understand how their customers see them.
• Gross Margin: It is no surprise that most businesses are interested in how much profit they are making. Knowing the profit margin on your products and services can be a key indicator of how your QMS is performing.'

To help you better understand the ISO 9001:2015 requirements, learn practical tips, examples and guidelines that will help you with the transition of your QMS to the new version of the ISO 9001 - check our online course ISO 9001:2015 QMS Transition Workshop.
We issue Certificates that are accepted by IRCA and RABQSA as evidence of continual professional development.

More on ISO 9001:2015 including Quality Manual Template, quality system procedures, methodical materials in our ISO 9001:2015 documents and templates collection.