Performance Indicators
of
Management Processes
and -functions
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Process
Goal
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Quality policy defined, maintained,
coordinated operationalized and put into effect
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CSFs
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KPIs
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Management Review implemented
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Number of Management Reviews per year
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Coordinated Quality
Policy
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Number of Quality
Policy changes put into effect compared
to the number of necessary requirements identified
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Performance
Indicators of Development and
Maintenance of the QM-System
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Process
Goal
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Development potentials of the quality
management system detected and operationalized by respective
activities
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CSFs
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KPIs
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Collecting the development potentials
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Number of development potentials
implemented compared to the total number of development
potentials identified
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Performance
Indicators of Evaluation and
Optimization of the QM-System
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Process
Goal
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All aspects of the quality management
system validated and if necessary actions defined thereto
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CSFs
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KPIs
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Management Review in place
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Number of Management
Reviews per year
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Maturity Review in place
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Maturity trend
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Definition of Short Term Optimization Activities in place
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Number and trend of short-term
optimization measures compared to the number of proposed
measures
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Performance
Indicators of Document and Record Control
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Process
Goal
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Documents and records subject to
control and associated steering procedures defined, documents
and records controlled
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CSFs
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KPIs
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Consistent documentation of the
documents and records subject to control
requirements
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Number
and trend of defined
controlled
documents
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Trend of currentness
of controlled documents
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Number
and trend of defined
controlled records
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Trend of currentness
of controlled records
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Performance
Indicators of Quality Documentation and
Reporting
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Process
Goal
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Quality management system and quality
events completely and currently documented
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CSFs
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KPIs
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Content and
scope of the QM-System
documentation defined
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Number and trend of deviations from the
obligatory documentation of the QM-System
per year
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Defined timing and responsibility for
mandatory quality reports
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Number and
trend of defined and mandatory quality reports not
provided
in a timely manner
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Performance
Indicators of Process
Management
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Process
Goal
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Life-cycle of all company processes
controlled holistically
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CSFs
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KPIs
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Process Management in place
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Total number of
documented processes
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Percentage of
documented processes
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Percentage of
processes with defined Process Owner
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Total yearly
spending for Process Management in €
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Process Management efficient
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Prozess maturity of
the separate TQM-processes
according to CMMI or SPICE
(ISO 15504)
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Number
and trend
of proposals for process quality improvement
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Percentage
of implemented proposals for process quality
improvement
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Number of
initiatives due to deficiencies in TQM-processes identified
in the process review
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Percentage of
implemented initiatives due to deficiencies in TQM-processes
identified in the process review
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Performance
Indicators of Management
of Conformity Risks
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Process
Goal
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All conformance risks under control and
activities against conformity risks effective
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CSFs
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KPIs
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Knowledge about the risks
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Percentage of
TQM-processes
and -functions
with analyzed
risks in the Risk Log
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Implemented risk
prevention process
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Percentage of
TQM-processes
and -functions
with defined
risk prevention measures
in the Risk Log
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Efficiency of
Risk Management
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Number of occurred
known risks
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Number of occurred
previously unknown risks
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Consequential costs
of occurred known risks in €
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Consequential costs
of occurred previously unknown risks in €
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Performance
Indicators of Knowledge Management
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Process
Goal
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Relevant knowledge always available in
sufficient quality and amount
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CSFs
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KPIs
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Knowledge Management in
place
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Number of
documents
in Knowledge Management
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Number of
outdated documents
in Knowledge Management
according to review
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Percentage of
documents with current document owner in Knowledge
Management
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Performance Indicators of
Resource Processes
and -functions
Performance
Indicators of Personnel
Qualification
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Process
Goal
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Qualification of staff sufficient for
the fulfillment of defined quality requirements and goals
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CSFs
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KPIs
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Implemented organization of Human Resource Development
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Percentage of
relevant staff members with current
development plan
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Percentage of
performed appraisal interviews
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Number
and trend
of necessary measures for employee
qualification per year
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Percentage of
performed necessary measures for employee
qualification per year
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Performance
Indicators of Infrastructure
Qualification
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Process
Goal
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Infrastructure is suitable to fulfill
the quality requirements and goals
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CSFs
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KPIs
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Implemented Facility Management
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Performance
Indicators of Budget
for
Quality Management
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Process
Goal
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Economic aspects of quality management
planned and permanently controlled
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CSFs
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KPIs
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Financial Management for Quality Management in place
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Percentage of
budget compliance in Quality
Management
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Number and trend of
extrabudgetary requests per year
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Adherence to the
creation schedule of forecasts and controlling reports
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Performance Indicators of
Improvement Processes
and -functions
Performance
Indicators of Supplier Audits
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Process
Goal
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Effectivity of the supplier's quality
management system and the triggering of necessary (internal and
/ or external) corrective respective preventive actions ensured
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CSFs
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KPIs
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Auditing of key suppliers in place
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Number and trend
of suppliers to be audited
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Number and trend
of quality issues with suppliers per year
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Number and trend
of implemented
corrective and preventive measures with suppliers per year
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Number and trend
of unplanned Supplier Audits due to quality
issues
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Performance
Indicators of Internal Audits
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Process
Goal
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Effectivity of the quality management
system and the triggering of necessary corrective and preventive
actions ensured
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CSFs
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KPIs
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Internal auditing in place
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Number and trend of
planned Internal Audits per year
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Number of performed
Internal Audits per year
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Number and trend of
planned Self Assessments per year
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Number of performed
Self Assessments per year
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Number and trend of
quality deficiencies per year
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Number and trend of
performed corrective and preventive actions per year
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Number and trend of
unplanned Internal Audits due to quality issues
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Performance
Indicators of Customer Satisfaction
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Process
Goal
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Customer satisfaction monitored and in
time responded effectively to customer complaints
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CSFs
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KPIs
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Customer satisfaction management in place
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Response rate to the customer
satisfaction survey
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Number and trend of negative
statements in the customer satisfaction survey
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Number and trend of customer
complaints
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Number and trend of measures of
negative customer statements compared to total number
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Percentage of satisfactorily
resolved customer satisfaction measures
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Trend in percentage of
satisfactorily resolved customer satisfaction measures
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Performance Indicators of Control of Defective Products and Services
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Process
Goal
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Handling of defective products and/or
services controlled and activities to avoid recurrence ensured
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CSFs
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KPIs
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Control of Defective Products and Services in place
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Number and trend of defective
products or services detected per year
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Number and trend of defective
products or services detected too late per year
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Number and trend of detected
defective products or services that nevertheless remained in
the performance process per year
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Performance
Indicators Activities for the QM-System
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Process
Goal
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All activities for the quality
management system executed in planned and controlled manner and
effective
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CSFs
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KPIs
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Standardized system for improvement of the QM-System in place
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Number and trend of planned QM
system measures per year
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Number and trend of unplanned QM
system measures per year
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Percentage of QM system measures
implemented on time per year
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Performance Indicators of Operational
Quality Management
Processes
and -functions
Performance Indicators of Management of Test Equipment
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Process
Goal
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All test equipment in controlled
operation, not qualified test equipment respective test
equipment in uncertain condition blocked for usage
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CSFs
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KPIs
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All test equipment documented in a database
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Audited
release of the quality system procedure
for control of test equipment
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Audited release of the work
instruction calibration
of test equipment
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Number of properly monitored test
equipment in the test equipment database
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Number of improperly monitored test
equipment in the test equipment database
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Percentage of trained employees in
the total number of employees handling test equipment
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