What are the KPI’s for quality assurance that you should use in your business?
Quality indicators are tools used to measure and monitor a company’s performance and are among the principal types of process performance indicators, or the famous KPI’s (Key Performance Indicators).
In management processes, indicators are managers’ best friends, as they measure the difference between the desired situation (goal) and the current situation (result).
They point the way and are an indispensable benchmark.
Quality KPI’s can be diversified and have the function of measuring the final result by means of pre-established standards.
Example: A company guaranteed 100% of deliveries on time. So that’s an indicator of quality.
When using quality indicators, it is extremely important to regularly access accurate, reliable and good quality data.
Below, we will present some KPI’s (key performance indicators) for quality assurance examples for your business to progress.
What are the advantages of quality indicators?
Before we talk about quality indicators, see what you can do with them in order to drive the desired results for your company to satisfy your customers:
- Produce improvements;
- Carry out appropriate planning;
- Obtain information to aid decision making;
- Rapid reactivity to criticality;
- Make better use of resources;
- Improve service quality.
Key performance indicators for quality assurance examples
After seeing the many benefits, you should be curious to know what are some key performance indicators for quality assurance examples.
Let us highlight the 5 main quality goals examples:
1) Efficiency Indicator – Productivity
It is responsible for measuring how many resources are needed to carry out production.
With this diagnosis, it is possible to identify wastes that should be avoided and allow greater productivity.
It is important to know the number of times something needs to be redone or a resource used during a process, for example. This directly impacts budget reviews and delivery schedules.
How is calculated this quality KPI? Through the adoption of production management software (with raw material purchasing modules, costs, delivery time, etc.).
2) Impact Indicator – Customer Satisfaction and Fidelity
Elaborating on research to know if customers are satisfied, if they would buy again and would recommend your service is imperative to the success of your business.
How is calculated this quality KPI? Ideally, you should go straight to the source.
Do good research on your customers to study the strength of your product or service in the market.
The best idea is to email a satisfaction survey (quick, objective and concise), or use automated search platforms that do this using the NPS methodology, for example.
3) Effectiveness Indicator – Value
How do you know if your product or service actually works? This indicator will help you understand the influence and relevance that what you offer has in the life of customers.
How is calculated this quality KPI? Satisfaction and market research are good options for defining indicators. Stay attentive to news in your industry and also your competitors.
4) Customer Service Indicator – Customer Complaints
Customers are the business thermometer. If they are complaining a lot, it’s a sign that things are not going well at all.
Take control of the organization internally, as this is reflected externally.
Make sure the “cogs” of the company are working properly and if employees are performing their tasks successfully and striving to provide the best care.
How is calculated this quality KPI? Pay attention to after-sales service.
Create a friendly relationship and worry about your client even after closing the deal.
Thus, you will earn their loyalty and your company will have a good market reputation.
Another important and increasingly talked about point is the customer experience.
You need to know the behavior of the consumer to create a memorable experience for them, this should become a priority, after all, the happier your customer is with the brand, the more faithful they will be.
5) Safety Indicator – Quality
This indicator is essential as it regards the effect your company has on the health or physical integrity of customers.
How is it calculated? Test before product launch.
Verify that your product meets all safety measures and certification requirements and national and international standards.
Now that you’ve seen some key performance indicators for quality assurance examples, how about you start using them to make sure your business always goes in the right direction?
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