1. Define QMS performance priorities

A company has no shortage of measurable activities and results. However, ensuring that an indicator is relevant enables the activities measured to be steered towards improved performance.

The word performance, whether singular or plural, is commonly used. Used on its own, it does not identify any particular type of result, but simply refers to the achievement of measurable and quantifiable results. Each time the word is used, therefore, it is important to specify the nature or dimension of the performance in question, e.g. financial, economic, organizational, technical, etc. Hence the first essential question: for a quality management system, what are the dimensions or axes of performance to be taken into account?

In general, four axes are sufficient in a quality approach, often identified in the quality policy (see Defining the quality...