Performance measurement applied to an ISO 9001 programme

In 2005 Sears, a US retail and home services chain, initiated a method to measure the health and effectiveness of its quality management system (QMS). A scorecard was developed which measured key concepts, including: Third-party audits; Management reviews; Timeliness of completion of management reviews; Corrective and preventive actions; Ability to adhere to procedures; Preventive maintenance, and; Environment and safety. Scorecards were completed quarterly in each fiscal year and all areas grad...

BPIR Categories

14.1.1 Design & deploy performance measurement system
6.4.1 Improve process/service performance
6.4.2 Implement systems for managing the service