QUALITY OBJECTIVES

Critical Success Factors

Provide products with high quality Seek an attentive service Establish a good relationship with suppliers

Key Impacting Process

Production, Suppliers Customer service

Key Performance Indicator (KPI)

- Satisfaction rate: X% - Conforming products rate: X% - Satisfaction rate: X% - Kept customers rate: X% - Satisfaction rate: X% - Kept suppliers rate: X% - Satisfaction rate: X% - Kept customers rate: X%

Source of KPI
- Customer feedback folder - Measurement evaluations - Customer feedback folder - Suppliers feedback folder - Customer feedback folder

Suppliers service

Highest Levels of Production, Customers Satisfaction Customer service Ratings Culture of continuos improvement Committed and professional staff Efficient utilisation of resources High quality line of production Deliver the product before the requested time Production Human Resources

Production, D&D Production

- Improvement suggestions implemented: X/quarter - Staff turnover rate: X years - Number of seminars and trainings - Utilisation rates: X% - Rates of conforming products: X%

- D&D analysis - Employment Records - Training register - Utilisation rate - Conforming rate - Customer feedback - Delivery registers

Production, Delivery - Late product deiverys rates: X%