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...
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...
Time for Disruption - A CQI & Qualiexpert article
This newsletter is special for an extraordinary reason: this semester we made it into the CQI - Chartered Quality Institute, through the "time for disruption" report, and I'd like to share this incredible achievement with you. I, Patricia Vasques, gave an interview to Quality World magazine, exclusive to the CQI, about...
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...