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KPIs for Quality Department
#1
My firm's (small medical device firm) metrics for NCR and Complaint Tracking are quite noisy and tough to tease any real actionable data out of.

I'm hoping to implement a new, simpler dashboard, but I'm having a hard time deciding what I want to measure. I know that whatever I choose to measure will change for the better, so I want to be sure I'm measuring the right things. 

My thoughts for complaints:

  1. Total # open complaints 
  2. # New Complaints opened in past time x (week? month?) 
  3. # Complaints closed in past time x (same time frame)
  4. % complaints with investigation closed in <1 week 
  5. % complaints closed completely in <2 weeks
Similarly, my thoughts for NCRs:
  1. Total # open NCRs 
  2. # New NCRs opened in past time x (week? month?) 
  3. # NCRs closed in past time x (same time frame)
  4. % NCRs with investigation closed in <1 week 
  5. % NCRs closed completely in <2 weeks
I'm curious to hear your thoughts on these metrics, as well as any thoughts you may have on metrics you prefer.

Cheers!
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