Matching Pairs KPI´sOnline version Actividad de repaso para examen primera unidad - Sistemas y Estándares Internacionales de Calidad by Melissa Algravez Armenta 1 Quality 2 Feedback and follow up on standards 3 Price and looks 4 QMS 5 Customer Complaints 6 ISO 9001 7 Productivity 8 KPI 9 Value 10 Customer Satisfaction and Fidelity Is the impact indicator that elaborate on research to know if customers are satisfied, if they would buy again and would recommend the service/product Would be a way to improve bad experiences to good experiences, from a quality point of view Key Performance Indicators - are tools used to determine if an organization is meeting the requirements of ISO 9001 Is the efficiency indicator that is responsible for measuring how many resources are needed to carry out production Customer service indicator, a lot of complaints are a sign that things are not going well at all. Complaints are the business thermometer. International standard that specifies requirements for a quality management system, used to demonstrate the ability to consistently provide products and services that meet customer and regulatory requirements Effectiveness indicator that helps us to understand the influence and relevance that what´s being offered has in the life of customers Safety indicator is essential as it regards the effect your company has on the health or physical integrity of customers Quality Management System is a formalized system that documents processes, procedures and responsibilities for achieving quality policies and objectives Are indicators that allow us to identify if something has quality
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