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 fo...