Quality objectives Example

Corporate-level objectives on <____>

Strategic objectives of the company:

1. Maintaining a stable position in the market.

Objective details:

Corporate level quality objective

Measured indicator

Target value and responsible

Increase customer loyalty

Increase of consulting orders

First quarter - 2%; Second quarter - 3%; Third quarter - 5%; Fourth quarter - 5%; year - 5%. The executive director is responsible for achieving the objective.

Involve new customers

The share of new customers in the total volume of work (in %)

First quarter - 10%; Second quarter - 10%; Third quarter - 10%; Fourth quarter - 10%; year - 10%. The marketing director is responsible for achieving the objective.

2. Strengthening the image of a reliable and qualified contractor.

Objective details:

Corporate level quality objective

Measured indicator

Target value and responsible

Reduce customer complaints about the work performed

Percentage of total expenses for the elimination of claims in relation to the total budget (in %)

First quarter - 2%; Second quarter - 2%; Third quarter - 2%; Fourth quarter - 2%; year - 2%. The executive director is responsible for achieving the objective.

Reduce own project execution costs

Percentage of cost reduction from the previous year

First quarter - 2%; Second quarter - 2%; Third quarter - 2%; Fourth quarter - 2%; year - 2%. The executive director is responsible for achieving the goal.

3. Increase of managerial profit.

Objective details:

Corporate level quality objective

Measured indicator

Target value and responsible

Exclude the involvement of unreliable partners

Partner training and development costs (as % of total project budget)

First quarter - 3%; Second quarter - 3%; Third quarter - 3%; Fourth quarter - 3%; year - 4%. The CEO is responsible for achieving the objective.

Reduce the amount of risk uncovered by insurance obligations

The amount of own financial resources reserved for the elimination of claims (in % of the total budget of projects)

First quarter - 10%; Second quarter - 10%; Third quarter - 10%; Fourth quarter - 10%; year - 5%. The CEO is responsible for achieving the goal.

Quality objectives for products/services on <____>

Product/service: Implementation of a quality system.

A related corporate-level quality objective: Increase customer loyalty.

Measured indicator

Target value of indicator

Measurement period and responsible

The share of projects completed in accordance with the planned indicators (in %)

At least 60%

1 time in 6 months. Responsible - Head of the Consulting department.

Percentage of successfully completed projects

At least 90%

1 time in 6 months. Responsible - Head of the Consulting department.

A related corporate-level quality objective: Involve new customers.

Measured indicator

Target value of indicator

Measurement period and responsible

Number of projects with new customers

At least 2 per quarter

1 time in 3 months. Responsible - Head of Marketing department.

A related corporate-level quality objective: Reduce customer complaints about the work performed.

Measured indicator

Target value of indicator

Measurement period and responsible

Number of officially issued claims

No more than 1 per 10 projects

1 time in 6 months. Responsible - project manager.

The cost of work to eliminate officially issued claims (in % of the project budget)

No more than 5%

At the end of each project. Responsible - project manager.

A related corporate-level quality objective: Reduce own project execution costs.

Measured indicator

Target value of indicator

Measurement period and responsible

The volume of additional (non-claim) works on the project (in % of the project budget)

No more than 15%

Monthly. Responsible - project manager.

Deadline for approval of reporting documents

No more than 2 working days

At the end of each project. Responsible - Executive Director.

A related corporate-level quality objective: Exclude the involvement of unreliable partners.

Measured indicator

Target value of indicator

Measurement period and responsible

Number of certified specialists

100%

At the beginning of each project. Responsible - Executive Director.

A related corporate-level quality objective: Reduce the amount of risk uncovered by insurance obligations.

Measured indicator

Target value of indicator

Measurement period and responsible

The share of insured projects (in % of the total number of executed projects)

At least 50%

1 time per year. Responsible - Marketing Director

Quality objectives for processes on <_____>

Process: Sale of company services.

The purpose of the process: To improve the quality of the composition of proposals.

Measured indicator

Target value of indicator

Measurement period and responsible

The quality level of the study of proposals (by the number of returns for revision)

No more than 1 time for each proposal

1 time in 3 months. Responsible - Marketing Director.

The purpose of the process: To increase the number of contracts received.

Measured indicator

Target value of indicator

Measurement period and responsible

Percentage of contracts received from the number of proposals submitted

At least 20%

1 time in 3 months. Responsible - Marketing Director.

Process: Project execution.

The purpose of the process: To execute projects on time.

Measured indicator

Target value of indicator

Measurement period and responsible

Deviation from the established deadlines for the execution of the project

No more than 20%

1 time in 6 months. Responsible - Executive Director.

The purpose of the process: To execute projects with a fixed budget.

Measured indicator

Target value of indicator

Measurement period and responsible

Deviation from the planned project budget

No more than 10%

1 time in 6 months. Responsible - Executive Director.

The purpose of the process: To execute projects without claims from the customer.

Measured indicator

Target value of indicator

Measurement period and responsible

The cost of correcting reasonable claims (in % of the project budget)

No more than 2%

1 time in 6 months. Responsible - Executive Director.

Quality objectives by departments on <_____>

Department/Employee: Top management.

Measured indicator

Target value of indicator

Measurement period and responsible

Deadline for approval of reporting documents

No more than 2 working days

Monthly. Responsible - Executive Director.

Number of certified specialists

100%

At the beginning of each project. Responsible - Executive Director.

Deviation from the established deadlines for the execution of the project

No more than 20%

1 time in 6 months. Responsible - Executive Director

Deviation from the planned project budget

No more than 10%

1 time in 6 months. Responsible - Executive Director.

The cost of correcting reasonable claims (in % of the project budget)

No more than 2%

1 time in 6 months. Responsible - Executive Director.

The share of insured projects (in % of the total number of executed projects)

At least 50%

1 time per year. Responsible - Marketing Director.

The quality level of the study of proposals (by the number of returns for revision)

No more than 1 time for each proposal

1 time in 3 months. Responsible - Marketing Director.

Percentage of contracts received from the number of proposals submitted

At least 20%

1 time in 3 months. Responsible - Marketing Director.

Department/Employee: Marketing department.

Measured indicator

Target value of indicator

Measurement period and responsible

Number of projects with new customers

At least 2 per quarter

1 time in 3 months. Responsible - Head of Marketing department.

Department/Employee: Consulting department.

Measured indicator

Target value of indicator

Measurement period and responsible

The share of projects completed in accordance with the planned indicators (in %)

At least 60%

1 time in 6 months. Responsible - Head of the Consulting department.

Percentage of successfully completed projects

At least 90%

1 time in 6 months. Responsible - Head of the Consulting department.

Number of officially issued claims

No more than 1 per 10 projects

1 time in 6 months. Responsible - project manager.

The cost of work to eliminate officially issued claims (in % of the project budget)

No more than 5%

At the end of each project. Responsible - project manager.

The volume of additional (non-claim) works on the project (in % of the project budget)

No more than 15%

Monthly. Responsible - project manager.

 

General manager

/____________/ Lumuel Gulliver