Chap. 9 - Performance Evaluation
How do you measure the financial cost of poor quality?
This newsletter deals with a subject that always comes up when we want to translate errors, waste, complaints and non-conformities into financial costs: the cost of non-quality. According to Phillip Crosby, Quality Guru, in his book "Quality without crying", the essential leadership initiatives for a company focused on continuous improvement...
Internal Audit - Tips for Auditors and Auditees
This month, our newsletter covers a fundamental topic in the Quality Management journey: the execution of the internal audit. Internal auditing is a crucial tool for ensuring that the Quality Management System is operating effectively and efficiently. The auditor is the person responsible for checking...
Performance Indicator 6 reflections on Quality and Sustainability
This newsletter deals with a topic that unites Quality and Sustainability: performance indicators. Just like Quality Management, Sustainability also needs its performance indicators. The same thoughts and principles are needed to structure them. By consolidating the concepts of the 6 requirements of ISO 9001,...
Critical Management Analysis: 7 possible mistakes and how to solve them
This newsletter is aimed at a periodic, laborious and important activity that takes place either at the end of the year or in the first two months of the year in all companies that have a Quality Management System in place: the Management Review meeting. The Management Review is...
Customer Satisfaction: 14 Principles of ISO 10004:2018
Recently, during my studies, I read a specific standard for customer satisfaction guidelines: ISO 10004:2018 - Quality management - Customer satisfaction - Guidelines for monitoring and measurement (it is important to note that the "guidelines" standard does not have mandatory requirements, but rather guidelines). While customer satisfaction is detailed...
Performance Indicator Analysis: DELTA model and 5 stages
Performance indicator analysis plays a fundamental role in business. While preparing the syllabus for the last event I conducted on Performance Indicators, I came across an article from Harvard Business School called "3 examples of business analysis in action" and I'd like to share it with...