Planning actions to achieve the quality objectives

The planned actions to achieve quality objectives shall include:

What will be done to achieve the objective.
What resources will be required.
Who will be responsible to achieving the objective.
When it will be completed.
How the results will be evaluated at the defined completion time.

Using the example above, let us see how these elements can be address.

What will be done: To ensure products conformity that will result in reduced customer complaints, the process needs to do the following:

Ensure products requirements are adequately defined and understood.
Review products requirements and ensure that deviations are resolved and agreed.
Ensure the capacity to meet products requirements before committing to providing products.
Perform process activities within agreed time.
Assign the responsibilities of developing the product to competent and qualified personnel.
Ensure the use of equipment that are calibrated (if necessary) and fit for use.
Ensure the availability and application of the most recent versions of applicable product documented information.
Use only qualified and approved external providers.
Adequately implement all quality checks defined for every relevant stage of the product realization process.
Continually communicate customer on the progress of the product realization process.
Complete all planned arrangements for product before delivering product to customer.
Ensure full implementation of product’s defined post-delivery requirements.

If the above activities are performed, there is every tendency that the outputting products will be conforming and hence, the tendency for customer complaints will be reduced.

What resources will be required: Required resources for the product delivery include:

Contract documents.
Competent personnel.
Suitable equipment.
Suitable environment.
Applicable standards, methods and procedures.
Qualified external providers.
Relevant forms and logs as records.
Communication gadgets.
Products consumables.

Who will be responsible: Responsibilities to ensure products conformity include:

Project manager to supervise and validate product realization process.
Quality representative to conduct quality checks.
Technical experts to execute product realization process.

When it will be completed: The above quality objective has defined monthly as the timeline, hence the objective shall be completed at the end of every month in the year.

How the results will be evaluated: The key performance indicator to evaluate performance of that quality objective is the percentage of jobs delivered and had complaints against the total number of jobs delivered for the month.

The parameters upon which the evaluation of the quality objectives depends shall be monitored and used to evaluation performance with regards to the quality objectives at the defined time.

Actions to address failures

When a failure to achieve a quality objective is observed, a corrective action shall be implemented to prevent recurrence of the failure. This action shall include:

A root-cause analysis to determine the cause of the failure.
Proposing and implementing a corrective action to prevent recurrence.
Validation and evaluation of the corrective action to determine if the cause of the failure has been eliminated.
Implementing the results of the corrective action in working toward achieving the quality objective.

Reporting performance

Results of monitoring and evaluation of quality objectives shall form inputs into the quality management review process for evidence-based decision making by the top management.