Why are metrics so important in the new standard? Also what are some typical objectives of different functions and levels?
Metrics are critical because they provide a way to gauge the effectiveness of the processes that have been implemented. More importantly, measures tell an organization how well they are doing in meeting the elements of their quality policy. Most organizations measure several high level objectives related to speed, delivery, quality, reliability, customer satisfaction, etc. Ideally, departmental measures are then designed to support the organization’s measures. For example, on-time performance can be measured not only for the business as a whole, but within each department or even at individual work areas. It’s really about alignment and focus for going forward as much as knowing where the organization is currently.
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