How Do People Factor Into Quality Metrics?

Before engaging in any process, you must have a system in place to measure improvement within your business. This is known as setting your quality metrics (kpi’s), and doing so can be especially helpful when you’re evaluating your company and determining the next steps forward. As the old saying goes “what gets measured is what gets done” and this leads to the six different aspects of quality metrics: productivity/competency, training, through-put/quality costs, quality adherence, safety, and customer satisfaction.

Your people are typically what make up the backbone of your business. Understanding their role in your company and what you can do to capitalize on their strengths is very valuable as a business owner. Some primary quality metrics that can be used to evaluate people are turnover rate, rate of unplanned absenteeism, training success rates, rework/scrap, competency testing.

With regard to turnover rate, you’ll need to measure both involuntary and voluntary turnover. This is usually annualized by looking at the number of terminations within your company divided by the average period employment.

Unplanned absenteeism refers to the employees who were absent from work without having pre-approval to be gone. Pre-approval might include personal time, vacation, holidays, or long term medical leave. This is calculated based on the number of employees absent divided by the total number of employees working in your Lawton business. Using quality metrics can help you track future improvement.

How Can ISO 9001 Help My Business?

There are many possible benefits of certification to ISO 9001 for your business. Perhaps you are looking into the process because you upgrade your current certification or maybe you are looking for a standardized way to improve your service to your customers. Either way, there are four key benefits to implementing the programs associated with ISO 9001: increased customers satisfaction, increased profits, the opportunity to win more business regularly, and reduced costs.

Every business is unique and may be at a different stage in the ISO 9001 process. That’s why you might need advice from an outside professional who can counsel you based on the stage of the process your company is currently in. Solutions customized to your company can help identify the right mix of services that your business needs to be on the pathway to quality management.

Bear in mind that even in the best case scenario, you may encounter challenges as you try to adapt your business to ISO 9001 standards. Getting advice from an outside professional who can counsel you through each stage of the process so that you don’t feel overwhelmed or confused is not only wise but cost effective as well. A talented consultant can help identify the business processes you already have in place that align well with ISO 9001 and assist you in tweaks that can be made to other existing processes to get the most out of your quality management.