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The Elsmar Cove Forum > ISO (International Organization for Standardization) Standards > ISO 9000, ISO 9001, and ISO 9004 - Quality Management Systems > ISO 9000, ISO 9001, and ISO 9004 - Questions and Discussions
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Cheryl Lourdes
Courtesy Access Registration Date: Feb 2006 Location: Malaysia Quality Objectives for my Sales Department
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Hi All, After going through the internal auditing of the sales department yesterday, i realised, that their quality objectives for their second action plan cannot be measured. Below is the current objectives set for their department. Sales Department Action Plan 1: To have an increase on contracts/ tenders won by minimum of 3 contracts/tenders per month. Action Plan 2: To respond not less than 80% to customer enquiries within 3 working days. For the first action plan this can be measured. But for the second action plan, i am having trouble doing an analysis. Below is the table which i hope you can help me with. Date In Date Out Ref No. Customer Project No (customer enquiry is in) (we fax over the quote)
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My recertification external audit is on the 23rd April. Please help. Thank you so much. Sincerely Cheryl Lourdes ' I Luv being an MR'
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Sam4Quality
'Quality' Comes First Registration Date: Aug 2007 Location: Kuwait Age: 33 Re: Quality Objectives for my Sales Department.
Hi Cheryl: Fine objectives you have there. And IMO, the second 'action plan' (its an objective/target) is pretty much measurable as the first one.
http://elsmar.com/Forums/showthread.php?t=33231
27/12/2011
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Consider adding these in your table below: Date In|Whether Responded|Date Out|Delay Days| Reason for Delay|Ref No.|Customer Project No 'Whether Responded' - will give you the total number of enquiries actually responded to. You can then obviously get a percentage against your benchmark. 'Delay Days' - will tell you you customer satisfaction index (from your point of view). 'Reason for Delay' - will help you take corrective/preventive action on those enquiries delayed or may get delayed in the future. I hope this helps. Ciao. ___________________________ Sincerely, SAM "To achieve the impossible, it is precisely the unthinkable that must be thought!"
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28th March 2009, 11:52 AM
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Jim Wynne
Courtesy Access Registration Date: Jan 2005 Location: Southeast Wisconsin
Re: Quality Objectives for my Sales Department. Quote: Originally Posted by Cheryl Lourdes Hi All, After going through the internal auditing of the sales department yesterday, i realised, that their quality objectives for their second action plan cannot be measured. Below is the current objectives set for their department. Sales Department Action Plan 1: To have an increase on contracts/ tenders won by minimum of 3 contracts/tenders per month. Action Plan 2: To respond not less than 80% to customer enquiries within 3 working days. For the first action plan this can be measured. But for the second action plan, i am having trouble doing an analysis. Below is the table which i hope you can help me with.
Date In Date Out Ref No. Customer Project No (customer enquiry is in) (we fax over the quote)
My recertification external audit is on the 23rd April. Please help. Thank you so much. Sincerely Cheryl Lourdes ' I Luv being an MR'
You seem to have the data you need (dates in and out) for the second one--am I misunderstanding something? The important thing about objectives like these is not necessarily the objectives themselves, but whether the underlying processes to achieve them are in place and efficacious (capable of performing as expected). If you need improvement in these two areas, what was wrong that caused the perceived need? What's been done to correct it and improve the processes? __________________ Too much time is spent worrying about how to count things, and not enough in understanding what counts.
Cheryl Lourdes
29th March 2009, 02:47 AM #4 Posts: 214 Thanks Given to Others: 53 Thanked 123 Times in 74 Posts Karma Power: 44 Karma: 1144
Sam4Quality
'Quality' Comes First Registration Date: Aug 2007 Location: Kuwait Age: 33 Re: Quality Objectives for my Sales Department Quote:
Originally Posted by Jim Wynne
http://elsmar.com/Forums/showthread.php?t=33231
27/12/2011
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You seem to have the data you need (dates in and out) for the second one--am I misunderstanding something? The important thing about objectives like these is not necessarily the objectives themselves, but whether the underlying processes to achieve them are in place and efficacious (capable of performing as expected). If you need improvement in these two areas, what was wrong that caused the perceived need? What's been done to correct it and improve the processes?
Jim raises very important points here. What stipulated action plan have you developed to overcome the inadequacy (if any) of the processes in question, and hence the objectives? Also, in setting up objectives, it is only obvious to have some related historical data based on which you can set sensible and achievable objectives. Ciao.
Links that Elsmar Cove visitors will find useful in your quest for knowledge: Howard's International Quality Services Atul's Symphony Technologies Marcelo Antunes' SQR Consulting
___________________________ Sincerely, SAM "To achieve the impossible, it is precisely the unthinkable that must be thought!"
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