Key Process Indicators


These are some ideas to start the thoughts moving in the right direction.


Audit Process Effectiveness
Definition - Effectiveness of any process audit measures reduction in number of deviations or non-conformities surfacing at subsequent steps. A well-done process audit either should result in improved yield at subsequent phases, in terms of improved quality or reduced cycle time or reduced cost of poor quality. (e.g., a thorough inline process audit should lead to reduced incoming rejections or line rejections.) This is KPI is applicable to all industry types.
Unit: %
Direction: Maximize

Risk Management Process
% of risk incident response plans with one or more open issues.
Definition - Percentage of risk incident response plans with one or more open issues e.g. regarding their quality and/or dissemination.
Unit: %
Direction: Minimize

Management Process
Cost of KPI measurement
Definition - Periodic costs of measurement of Key Performance Indicators (KPIs) based on the number of FTE involved in gathering and documenting KPIs.
Unit: USD$
Time range: Per month

Customer Service Process
% of customers given satisfaction surveys.
Definition -. This one is important in any QMS, puts customer and his satisfaction in focus. Use to control issues is also possible.
Unit: Percentage
Direction: Range

Finance/Accounting Process
Average production costs of items.
Definition - Average production costs of items produced within measurement period.
Direction: Minimize
Unit: USD$

Finance/Accounting Process
Average monetary value of overdue invoices.
Definition - Formula: Average(value of overdue invoices)
Unit: Money
Direction: Minimize

Product Realization Process
Equipment performance
Definition - %. Equipment performance = Ideal Cycle Time / (Operating Time / Total Pieces) or Equipment performance = (Total Pieces / Operating Time) / Ideal Run Rate.
Unit: Percentage
Direction: Maximize

Procurement Process
Average time to procure
Definition - Average time to procure an item. Time lag between request for procurement and signing of contract or purchase.
Formula: (Total procurements) divided by (Total time taken for procurements)
Unit: Day
Direction: Minimize

Procurement Process
On-Time Delivery, Commit Date, Supplier.
Definition - On-Time Delivery, Commit Date, Supplier. On-time delivery is the % of deliveries that are on time.
Unit: Percentage
Direction: Maximize

Improvement Process
Training penetration rate
Definition - Measures the percentage of employees completing a course or a content area of training compared to total number of employees employed.
Unit: Percentage
Direction: Maximize

Improvement Process
Defects per million opportunities (DPMO)
Definition - DPMO is a Six Sigma calculation used to indicate the amount of defects in a process per one million opportunities. To calculate: Total Number of Defects / Total Number of Opportunities for a Defect. Then multiply the answer by 1 Million.
Unit: Number
Direction: Minimize

Sales/Marketing Process
Average sales per customer or transaction
Definition - Total sales for a given period divided by the number of customers or transactions for the same period.
Unit: USD$
Direction: Maximize

Services (Internal)
% IT Budget of Total Revenues
Definition - Percentage of IT budget of total revenues of the company.
Unit: Percentage
Direction: Study for goal.