September 5, 2014

Key Performance Indicators (KPIs)

KPI stands for Key Performance Indicators.  When collecting a lot of data over a period of time, it may be difficult to get a clear picture of what’s going on...
April 16, 2013
Customer Satisfaction

Who is in Charge of Customer Satisfaction? Quality or Sales?

If your company is ISO certified or thinking about becoming ISO certified, you may already know that meeting customer requirements and achieving customer satisfaction is paramount to the certification ...
January 22, 2010

What’s the Difference? Series: Goals vs. Targets vs. Objectives vs. KPI’s vs. Metrics

A Game of Words As an auditor I always ask employees to tell me whether they are familiar with the company Quality Objectives or not. Obviously I may not ask that as a straight question but rather something like this: How do you know if you are doing a good job? Has your company established ...