No.
Quality Metric
Definition
Formula
Department: Production
1
Rejection
Units not according to the standards
No. of unit rejected___ Total no. of unit manufactured
2
Repairing percentage
Percentage of unit repaired out of defective d efective units
Unit repair x100 Total defective units
3
Return per Labour Hour
How many units produced in each labour hour
Total Units produced (p/m) Total labour hours (p/m)
4
%Germination
How many seed germinated out of hundred seeds
No. of seeds germinated germinated x100 Total seeds sowed
5
%Purity
Pure seeds among the lot of hundred seeds
Not seed seed or other seed x100 Total no. of seeds
Department: Purchases
1
Order Turnover
A Order place in how many number of days
No. of orders No. of days
2
Supplier Quality
Expectance from supplier and what his performance
Defective units___ Total units supplied
3
Reorder
Incomplete orders rate
Incomplete orders Total No. of orders
4
Timely Order
Before production department ask the material
0
5
Purchase return rate
Goods/ material return to supplier because of not according to specification, defective or poor quality.
Purchase return (units) (units) x100 Purchases
Department: Security
Detectors
Security detectors like as metal detectors
No. of detectors fitted No. of main entries
2
Wrong entry rate
Employees or relevant persons identification mark like cards checked at the entry point; without having a right identification mark person entry.
Wrong persons enter Total entry
3
Efficiency rate
Security efficiency rate; e.g. Theft
____No. of cases caught____ Total no of cases occurred
4
Security Collapse rate
Failure of security
No. of Security failure No. of incidents occurred
5
Sensory system Accuracy rate
Over Heat Alarm, emergency alarm and other sensitive systems proved on time
No. of time system work properly No. of random trial of system
1
Department: I.T
1
Networking Error (per day/per month)
Error or improper working of network or in the connection among the Computers and other devices
Network breakups (per day/ per month)
2
Avg. Networking break downs
How much network fails to work in 24 hours
Network breakdown(hours) 24
3
Expert system failure rate
Automatic detection or sensory system missing some times; How many defective bottles cleared by the automatic scanner in a day
No of defective bottles leaved Total no of defective bottles
4
Cyber crimes rate
Theft and fraud through the networks
No. of crimes in a year 12
5
Unauthorized Access rate
Access of irrelevant persons to databases or other protected networks
No. of Unauthorized access Total authorized members
Department: HRM
1
Head Count Gap analysis
How many persons are required to perform a job and what are actually done a job
Over/Under H.C =No. of persons required - No. of persons doing job
2
Overtime Rate
Extra time given by employees
Overtime hours (p/m)___ Total Labour hours (p/m)
3
Internal hiring rate
How many employees hired at key position internally
Internally hired sale officers Total sales officer hired
4
JDs Accuracy rate
Peoples are working according to the detail mentioned in their responsibility documents
No. of persons according to JDs Total employees have JDs
5
Training Program Effectiveness
Training Evaluation after the training to know how training program effective
Trainees performance before T.P Trainees performance after T.P
Department: Marketing User goodwill
Goods with minimum quality should be according to the expectation of customer
2
P.L success rate
Promotion Letters (P.L) sent to targeted customers, rate shows the result how many letters create how many customers
3
Samples return rate
New product samples delivered to introduce it.
No of Customers ordered No. of samples delivered
4
Price Elasticity of Demand
% of Change in demand due to % change in price of good/thing
%change in demand % change in price
5
Market Share (%)
Percentage of your product share in market
No. of your Customers Total Customers in Market
1
Quality delivered>Quality expected Sales to New customers Sales P.L to targeted customers
Department: Lab
1
Testing rate
Process of checking
No. of lots checked Total No. of Lots
2
Performance rate
Testing process reliability
No. of defective units No. of lots Checked
3
Measurement error
Deficiency of checking system
No. of Defective units passed Total defective units
4
Inspector checking rate
How many test performed by each inspector
No. of test performed_ No. of inspectors of Lab
5
Deficiency in standard rate
Organizations standard below the customers standard
Units according to standards Complaint by customers of low standard
Hospital
Mortality rate
Mortality rate is a measure of the number of deaths (in general, or due to a specific cause)
Deaths (General/Specific cause) Population (General/Specific cause)
2
Morbidity rate
To refer to the existence of any form of disease. The term may be used to refers the degree that the health condition affects the patient
No. of affected patient by specific disease Total Patients at risk
3
Standardized Incidence Ratio (SIR)
Incidence is a measure of the risk of the number of new cases during some time period
Observed cases Expected cases
4
Patient Satisfaction rate
Average Rating by the patients on satisfaction rating scale
(Ratings) Total patients rated
5
Complication Rate
Complication of surgery is unwanted consequence of procedures.
No. of complications No. of surgeries
1
University/ College 1
Effectiveness rate
2
Test system reliability
3
Performance % in Market
4
% of Avg. result in Market
5
Student teacher Average
How many graduate employed after completion of degree in a year College test system reliability depends upon, student pass internally test and how many pass final external exam out of them
No. of graduate employed in 201x No. of graduate pass in 201x No. of student pass (Internal+Final) exam Avg. No. of student pass internal test No. of graduate pass(201x) x100 Total graduate pass(201x)
Comparison of Results with competitors
Avg. result of college = stud. Pass stud. Appeared Avg, Result Avg result of all colleges vg. result of Market = student pass student appeared
Comparison of Avg. result with competitors
No. of students No. of teachers
One teacher for how many students Masjid
1
Effectiveness rate
How many muslims do prayer according to availablespace
No. of Namazi Space for namazi
2
Pray timing accuracy
Deviation from standard time (smaller the Standard Deviation greater the accuracy)
3
Average of Namazi
Namazi do prayer daily except Namaz e Juma
Sum of Namazi daily 5
4
% Speaker failure
Speaker fails or voice problem during the prayer
No. of failure (p/m) 5x30
5
% of Namazi in Town
How many namazi of town perfom prayer at the Masjid
Avg. namazi of the masjid (p/m) Avg. namazi at all the mosque(p/m)
Notes: *(p/m) = per month
P.L = Promotion letters
JDs = Job Description
T.P = Training Program
TOTAL QUALITY MANAGEMENT Assignment: Quality Metric
Submitted To: Dr. Kamran Moosa
Submitted By: Muhammad waseem
Principal PIQC
Ms-HRM e-mail:
[email protected]
Remarks:
_____________________________________________ _____________________________________________ _____________________________________________ _____________________________________________
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