How to measure your Process as per ISO 9001

Set Goals

What are your trying to achieve? Your goals might be acquiring new customers, improving customer satisfaction and generating high volumes of traffic to your website. Until you don’t know what you want to measure, you can’t measure what you have.

Here are examples of business goals:

  • Lead generation
  • Increasing sales
  • Better customer service
  • Increasing profit margin
  • Increasing production efficiency
  • Capturing bigger market share

Process Effectiveness

Measures the process performance to specified customer requirements.

Process Alignment 

Measures the level of the matchup between customer demand, process outputs, and supplier inputs. 

Process Reliability 

Measures the capability of supply to meet demand requirements.

Process Reliability measures the percentage of process capability that is effectively being consumed.  Process Reliability fully accounts for every minute of every day for each process relative to its potential.

Process Cycle Time 

Measures the time required for inputs supply to outputs delivery.

Product Cost 

Measures the total cost to produce and deliver an output, including inputs, processing, and resource costs.  

Process Efficiency 

Measures the inputs and resources consumed by the process versus established standards.

Talk to customers

Who knows better about what is working -- or not -- than your customers? Instead of assuming what are the top broken processes, conduct formal or informal surveys of your customers to find out their key complaints. You might be surprised at what you learn.

Resource Productivity 

Measures the ratio of outputs produced by the process versus resources consumed by the process, including facility, equipment, people, and information technology.

Hire a consultant with specific expertise

Unless you have a highly sophisticated any business department with process and analytics experts, you might need some outside help with your first metrics measurement program. To keep costs down, stay focused with your outsourcing. "I would recommend starting with a consultant who knows a method, make sure you train some of your own people on the method and tools, and go forward from there.

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